Determining presence for interaction routing

ABSTRACT

An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.

CROSS-REFERENCE TO RELATED DOCUMENTS

The present patent application is a divisional application of copendingpatent application Ser. No. 11/049,207, filed on Feb. 1, 2005, which isa divisional application of Ser. No. 09/565,872, filed on May 5, 2000and issued as U.S. Pat. No. 6,981,020, which is a divisional of09/010,793, filed on Jan. 22, 1998 and issued as U.S. Pat. No.6,021,428. The present application is also Ser. No. 09/010,793 is adivisional of Ser. No. 08/929,594, filed on Sep. 15, 1997 and nowabandoned, which was filed as a CIP to Ser. No. 08/795,680 filed Feb. 6,1997, now issued as U.S. Pat. No. 5,765,033, and included all of thedisclosure of that case. The prior documents are included at least byreference, and priority is claimed to the filing date of 08/795,680.

FIELD OF THE INVENTION

The present invention in its several aspects presented herein is in thearea of telephone communication in the broadest sense; that is,including all multimedia communication aspects of intelligent networks,call-center technology including computer-telephony integration (CTI),and Internet protocol telephony networks and related technology.

BACKGROUND OF THE INVENTION

Telephone is one of the most widely used communication equipment in theworld. At first, it was merely a convenient tool to allow people tocommunicate while they are physically separated. Recently, manycompanies use telephones to market products and services, providetechnical supports to consumer products, allow customers to access theirown financial data, etc. Thus, telephone is becoming a major businessand marketing tool.

In order to more effectively use telephone for business and marketingpurposes, call centers have been developed. In a call center, a largenumber of agents handle telephone communication with customers. Thematching of calls between customers and agents is typically performed bysoftware. A simple example is used here to describe a few of the manyadvantages of using call centers. When a call is made to a call center,the telephone number of the calling line is typically made available tothe call center by a telephone carrier. Based on this telephone number,the software in the call center can access a database server to obtaininformation about the customer who has been assigned that phone number.The software can now route the call to an agent who can best handle thecall based on predefined criteria (e.g., language skill, knowledge ofproducts the customer bought, etc.). The software immediately transfersrelevant information to a computer screen used by the agent. Thus, theagent can gain valuable information about the customer prior toreceiving the call. As a result, the agent can more effectively handlethe telephone transaction.

It can be seen from the above example that the enabling technologyrequires a combination of telephone switching and computer informationprocessing technologies. The term commonly used for this combinedtechnology is computer-telephony-integration (CTI).

In recent years, advances in computer technology and telephony equipmentand infrastructure as well has provided many opportunities for improvingtelephone service. Similarly, development of the information and datanetwork known as the Internet together with advances in computerhardware and software has led to a new multi-media telephone systemknown in the art as Internet protocol network telephony (IPNT). In IPNTas well as in the older intelligent and CTI-enhanced telephony systems,both privately and publicly switched, it is desirable to handle morecalls faster and to provide improved service in every way, includingsuch improvements as video calls and conferencing.

In various embodiments and aspects of the present invention described inenabling detail below, new and enhanced apparatus and methods areprovided for improving telephony systems and service.

SUMMARY OF THE INVENTION

In a preferred embodiment of the present invention a system for routingan electronic mail (e-mail) to one of a plurality of agents in anInternet Protocol Network Telephony call center is provided, each of theagents having a specific skill set from a variety of possible skillsets, the system comprising an e-mail server adapted to receive thee-mail from a sender; an information extractor for extractinginformation from the e-mail; a router; and a database accessible to therouter and storing skill sets of the agents. The router selects the oneof a plurality of agents by matching stored information about thespecific skill sets with portions of extracted information from thee-mail.

In some embodiments a statistics server (stat-server) records activitiesof the call center, and the routing performed by the router further usesthe recorded activity in the stat-server. Also in some embodimentsrouting of e-mails to selected agents is load-balanced based on recordedactivity stored in the stat-server. An overload threshold may set fornumber of e-mails to be routed, and senders of e-mails are then notifiedof a possible delay when the threshold is exceeded.

In some other embodiments the database further stores information onsenders of e-mails, and routing performed by the router further uses thestored information on senders of e-mails. The database may also storeinformation about prior relationships of agents and e-mail senders, andthe router uses the relationship information in making routing decisionsas well.

In an alternative embodiment a time limit for response to e-mails by theagents is set, and e-mails not answered within the time limit arererouted to other agents. In other embodiments the information extractorcomprises plural and selectable extraction algorithms. One of theextraction algorithms may include a parser, and the one of theextraction algorithms uses the parser to search for keywords in thee-mail.

The system provided by the several embodiments of the present inventionallows e-mails to be addressed for service to a single entity, and thento be distributed to agents for service who are qualified by particularskills to respond to the need of the client sending the e-mail.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram of a video routing system of the presentinvention.

FIG. 2 is a flow chart of a trunk route script which allows a host ofthe present invention to control the operation of a private branchexchange.

FIG. 3 is a flow chart showing the operation of the video routing systemof the present invention.

FIG. 4 is a drawing showing the logical connection between components ina call station of the present invention.

FIG. 5 is a block diagram of a voice and data communication system ofthe present invention.

FIG. 6 is a block diagram of a computer-telephony-integration system ofthe present invention.

FIG. 7 is a flow diagram showing the flow of events during an exemplarydata and voice communication session conducted in accordance with thepresent invention.

FIG. 8 is a block diagram of another computer-telephony-integrationsystem of the present invention.

FIG. 9 is a flow diagram showing the flow of events during anotherexemplary data and voice communication session conducted in accordancewith the present invention.

FIG. 10 is a drawing showing a call center architecture of the presentinvention.

FIG. 11 is a flow chart showing an embodiment of the present invention.

FIG. 12 is a block diagram of a prior art call center architecture.

FIG. 13 is a block diagram of a multiple call center's architecture ofthe present invention.

FIG. 14 is a schematic diagram showing illustrating objects used in astat-server of the multiple call centers system of the presentinvention.

FIGS. 15A and 15B (in combination) is a flow diagram showing theoperation of a multiple call centers system in accordance with thepresent invention.

FIG. 16 is a schematic diagram of a call center system containing acentral controller of the present invention.

FIG. 17 is a schematic diagram of an individual call center of thepresent invention.

FIG. 18 is a timing diagram showing a time interval when the estimationalgorithm in accordance with the present invention is needed because noactual data is available.

FIG. 19 is a block diagram of a call center that can implement themultiple object state determination system of the present invention.

FIG. 20 is a schematic diagram illustrating objects used in astat-server of the multiple call centers system of the presentinvention.

FIG. 21 is a block diagram showing an e-mail processing center of thepresent invention.

FIG. 22 is a block diagram of a e-mail to CTI server adapter used in thee-mail processing center of the present invention.

FIG. 23 is a flow chart showing the operation of the e-mail processingcenter of FIG. 20.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS VideoTelecommunication Routing Systems and Methods (3215)

The present invention comprises a novel video telecommunication routingsystem and related methods. The following description is presented toenable any person skilled in the art to make and use the invention.Description of specific applications is provided only as examples.Various modifications to the preferred embodiments will be readilyapparent to those skilled in the art, and the general principles definedherein may be applied to other embodiments and applications withoutdeparting from the spirit and scope of the invention. Thus, the presentinvention is not intended to be limited to the embodiments shown, but isto be accorded the widest scope consistent with the principles andfeatures disclosed herein.

FIG. 1 is a block diagram of a video routing system 100 of the presentinvention. System 100 comprises a video kiosk 102 which originates avideo call and a call center 110 which accepts and assigns anappropriate video agent to process the call. Video Kiosk 102 and callcenter 110 are connected to a public-switched telephone network (PSTN)104 via telephone lines 106 and 107, respectively. As will be explainedbelow, line 106 is preferably a basic rate interface and line 107 ispreferably a primary rate interface. Consequently, video calls betweenvideo kiosk 102 and call center 110 are carried by PSTN 104.

Call center 110 comprises a video routing device 111 which accepts calls(including video calls) when predetermined phone numbers are dialed, andthen routes individual call to one of a plurality of stations inaccordance with predefined criteria. These stations include videostations 115-117. In an embodiment of the present invention, thecriteria could vary in real time as the characteristics of the calls andvideo stations change.

It is possible for call center 110 to process video calls from othervideo kiosks, such as kiosk 103. Call center 110 may also processconventional voice calls.

In one embodiment of the present invention, video stations 115-117 canbe connected to a communication network 121. This network could be alocal area network commonly used in many offices. Other devices, such asa database server 122, can also be connected to network 121. Informationof video stations, call center personnel and customers can be stored indatabase server 120. This information is accessible by video stations115-117. It should be appreciated that database server 120 does not haveto be a sophisticated database management system. It could be as simpleas a table stored in a small data processing device. Video routingdevice 111 may optionally be connected to database server 120 so as toaccess the information. This information can also be stored inside videorouting device 111.

An example of the types of video telecommunication that can beadvantageously handled by routing system 100 is intelligent routing of avideo conference between a customer located at video kiosk 102 and anappropriate agent sitting by one of the video stations in call center110.

Video routing device 111 comprises a switching device 112 for acceptingcalls from PSTN 104. Switching device 112 could be a automatic calldistributor (ACD)/private branch exchange (PBX) or a PSTN switch. Itshould be appreciated that switching device 112 (hereinafter “ACD/PBX112”) can be a customer premise equipment or may be provided by atelephone communication carrier. ACD/PBX 112 contains a high bandwidthport 144 (for connecting to PSTN 104) and a plurality of low bandwidthports (such as ports 146-150). Some of these ports can be connected tovideo stations 115-117. The other low bandwidth ports can be connectedto voice-based devices. Each of the low bandwidth ports is assigned oneor more directory numbers. In one embodiment of the present invention,two directory numbers (corresponding to two telephone channels) areassigned to a video station.

ACD/PBX 112 is also connected to a CTI/PBX server 113 through acomputer-telephony-integration (CTI) link 123. Video routing device 111comprises two other servers: a routing server/video ACD 114 for routingvideo calls and a stat-server 124 for storing historic information ofcall center 110. CTI/PBX server 113 functions as an interface betweenthese two servers and ACD/PBX 112. These three servers are connected tocommunication network 121. In the present embodiment, the function ofthese servers are provided by software modules. As explained below,these three servers can be used in combination with a conventionalACD/PBX to achieve the video routing function of the present invention.

High bandwidth port 144 of ACD/PBX 112 is preferably connected to a highcapacity telephone line, such as a primary rate interface (PRI) asdefined in the CCITT ISDN 1.431 standard. This is one of the standardsof the international ISDN protocol. Low bandwidth ports 146-145 could bea single voice channel or a basic rate interface (BRI) as defined inCCITT ISDN 1.430 standard. Basically, BRI offers two 56kilo-bit-per-second (Kbps) user data channels (the “bearer” or Bchannels) and one 16 Kbps signaling channel (the D channel). Thisinterface is also referred to as 2B+D. The combined bandwidth is 128Kbps. The PRI offers twenty three user data channels and one 64 Kbpssignaling channel. This interface is also referred to as 23B+D.

In order to deliver video information at an acceptable level of quality(e.g., 15 frame per second), current compression technology prefers abandwidth of at least 112 to 128 Kbps. This amount of bandwidth cannotbe provided by a single telephone channel but could be provided by anISDN BRI. Thus, in FIG. 1, line 106 connecting video kiosk 102 to PSTN104 is preferably a BRI line.

As discussed above, a BRI line essentially comprises two telephonechannels. These two telephone channels must be connected to the same lowbandwidth port of PBX 142 in order to allow all the video data fromvideo kiosk 102 to be transmitted to the same video station. Aconventional PBX does not have the ability to recognize that twotelephone channels originated from the same video kiosk. Thus, it is notpossible for it to connect them to the same video station.

In one embodiment of the present invention, the servers in video routingdevice 111 (i.e., CTI/PBX server 113, stat-server 124 and routingserver/video ACD 114; these three servers are collectively called the“host”) are used in combination with a conventional PBX to route callsoriginated from video kiosk 102 to the appropriate low bandwidth port.In this embodiment, ACD/PBX 112 is a conventional PBX which comprises adata processing device capable of executing an internal trunk routescript. This script contains a plurality of commands which control theoperation of ACD/PBX 112. For example, the script can connect callsreceived at high bandwidth port 144 to low bandwidth ports in accordancewith certain criteria, determine the type of music or announcement toplay when a call is put on hold, select the strategy to queue calls whenall low bandwidth ports are busy, etc.

In this embodiment of the present invention, the above described serversare used to determine the operation of ACD/PBX 112 (i.e., the internaltrunk route script is essentially disabled). As a result, intelligenceand routing decisions are moved from ACD/PBX 112 to the host. FIG. 2 isa flow chart 200 showing a trunk route script which allows the host tocontrol the operation of ACD/PBX 112. ACD/PBX 112 receives an incomingcall (step 202). ACD/PBX 112 places a request to the host for routingthe call (step 204). ACD/PBX 112 then waits for a response from the host(step 206). If it receives a response from the host, control istransferred to host, which then performs routing operation in accordancewith criteria determined by the host (step 208). Flow chart 200 thenends, and another call can be processed by ACD/PBX 112 and the host. IfACD/PBX 112 does not receive a response from the host, it determineswhether a response timeout (e.g., 10 seconds) has elapsed (step 210). Ifthe answer is yes, ACD/PBX 112 then executes its internal script (step212). Thus, the internal script provides a default routing routine forthe call center. Flow chart 200 then ends, and another call can beprocessed by ACD/PBX 112 and the host. If the answer is no, ACD/PBX 112continues to wait (i.e., flow chart 200 branches back to step 206).

In the preferred embodiment of the present invention, video routing isperformed by combining the resources of stat-server 124, routingserver/video ACD 114, and CTI/PBX server 113. Stat-server 124 contains adatabase for storing all relevant activities of call center 110 (e.g.,the current status and history of activities of all low bandwidthports). Routing server/video ACD 114 routes calls to appropriate lowbandwidth ports based on factors such as the information contained instat-server 124, the information delivered by ACD/PBX 112 and the statusof various low bandwidth ports. CTI/PBX server 113 acts as a bridgebetween ACD/PBX 112 at one end and stat-server 124 and routingserver/video ACD 114 at the other end. CTI/PBX server 113 is designed tointerface with PBXs manufactured by different vendors and present auniform application program interface (API) to stat-server 124 androuting server/video ACD 114. An advantage of this arrangement is thatindividual components in video routing device 111 could be replaced andenhanced separately. For example, substantially the same routingserver/video ACD and stat-server could be used with PBXs from differentmanufacturers by changing CTI/PBX server 113.

The operation of an embodiment of video routing system 100 is nowdescribed in connection with flow chart 250 of FIG. 3. The video routingsystem in this embodiment operates in a telephone system in which twoseparate telephone numbers are associated with an ISDN channel. Itshould be note that this embodiment can be modified in a mannerdescribed below to function in a telephone system in which only onetelephone number is associated with an ISDN channel.

In system 100, a regular toll-free 800-number is pre-assigned to carryvideo information. Thus, video kiosk 102 dials this number twice, eachtime using a different phone number associated with the ISDN channel(step 252). The time gap for connecting these two calls to call center110 by PSTN 104 ranges from less than a second to several seconds.Typically, the gap is below one minute.

PSTN 104 connects the calls to call center 110 (step 254). Each timewhen the 800-number is dialed, PSTN 104 delivers two pieces ofinformation to ACD/PBX 112: a “dial number identification system” (DNIS)for uniquely identifying the toll-free 800-number and an “automaticnumber identification” (ANI) for uniquely identifying the telephone linewhich originates the call. In this embodiment, the above described tollfree 800-number and the ISDN line connected to video kiosk 102 arepre-assigned for video conference purposes. The DNIS and ANIs of thecorresponding 800-number and ISDN line should have been previouslystored in a database (which could be located in routing server/video ACD114 or database server 120).

In the present invention, ACD/PBX 112 transfers control of calls to thehost (step 258). When ACD/PBX 112 receives the DNIS and the first of twoANIs from PSTN 104, it sends these two numbers to CTI/PBX server 113,which in turn sends them to routing server/video ACD 114. Routingdecision is not made by ACD/PBX 112. Because this DNIS is one of thenumbers recognized by routing server/video ACD 114 to be associated witha video call, the video routine algorithm of routing server/video ACD114 is invoked. This serves as a convenient method for screening outnon-video calls.

Routing server/video ACD 114 then determines if this is a new video callor a part of an existing video call (step 260). It branches to a“DN-Relate” database. An example of a DN-Relate database is shown inTable 1:

TABLE 1 DN-Relate DN1# DN2# Status Time Stamp Related ANI 1000 1001Available  9:20 1040 1041 Unavailable 10:10 1060 1061 Waiting 10:32 1213

It should be appreciated that the format and information contained intable 1 is for illustrative purposes only. The design of the table canbe easily changed and enhanced by persons of ordinary skill in the art.

In table 1, the entries under the columns “DN1#” and “DN2#” correspondto the pairs of directory numbers assigned to video stations. Each pairof directory numbers will be connected to the same video station. Thecolumn entitled “status” indicates the status of the directory numbers.If the entry is “unavailable,” these directory numbers are not available(e.g., video station not yet logged in) and should not be connected to anew video call. If the entry is “available,” these directory numberscould be used to connect to a new video telecommunication. If the entryis “waiting,” one of the two ANIs has been received, and a second ANIneeds to be received to complete the video telecommunication. Theentries under “time stamp” contain time-related information. Thisinformation could be used as part of the input variables of a routingalgorithm, e.g., the video station waited longest for a video callshould be connected first. The entries under “Related ANI” contain thesecond of two ANIs used for completing a video connection. The entriesof this column can be used by routing server/video ACD 114 to connectappropriate video calls to the correct video station.

The last row in table 1 is now explained. The numbers 1060 and 1061under DN1# and DN2#, respectively, correspond to the directory numbersassigned to the same video station. The status is “waiting,” indicatingthat one of the directory numbers, e.g., 1060 under DN1#, has previouslybeen connected to an incoming video call and this video station iswaiting for the second incoming video call. The time under time stampcorresponds to the time the first call is received. The number under“related ANI”, i.e., 1213, corresponds to the ANI of the anticipatedsecond call. The method of entering the anticipated ANI in table 1 willbe explained below.

Routing server/video ACD 114 compares the ANI obtained from ACD/PBX 112to the ANIs stored in the DN-Relate database (step 262). If there is amatch, routing server/video ACD 114 knows that this video call relatesto an existing call. For example, if the received ANI is 1213, thedatabase in table 1 indicates that video routing system 100 is waitingfor this ANI to complete a video connection, and this call should berouted to DN# 1061. The status column of the corresponding row should beupdated to indicate that video telecommunication has been established(step 264). Routing server/video ACD 114 then connects the video call tothe waiting directory number (i.e., the corresponding entry under DN2#)indicated in the database (step 266). Flow chart 250 ends and anothercall can be processed.

If routing server/video ACD 114 does not find any match, it needs tolook for an available video station (step 270). It checks to see if avideo station is available (step 272). Assuming that more than one videostations are available, one of them will be selected in accordance withpredetermined criteria. For example, the time stamp column of a pair ofavailable directory numbers indicates the time this pair of directorynumbers first became available. This information could be used as afactor to select the appropriate video station. After an available videostation is selected, routing server/video ACD 114 updates the status ofthis station (step 280). Specifically, it sets the corresponding statusto “waiting” and sets the time stamp in the database. Routingserver/video ACD 114 then connects the incoming call to the directorynumber (under “DN1#”) of the selected video station (step 282).

Routing server/video ACD 114 needs to obtain the corresponding ANI forthe remaining call (step 286). It jumps to a “ANI-relate” database. Thisdatabase contains entries of the pairs of phones numbers associated withthe ISDN lines assigned for video telecommunication purposes. Forexample, if a first ISDN line (connected to a first video kiosk)associates with ANIs 1212 and 1213 while a second ISDN line (connectedto a second video kiosk) associates with ANIs 3726 and 3727, theANI-relate database would have entries shown in Table 2:

TABLE 2 ANI-Relate First ANI Second ANI 1212 1213 1213 1212 3276 32773277 3276 (Other pairs of ANIs)

It should be appreciated that the format and information contained intable 2 is for illustrative purposes only. The design of the table canbe easily changed and enhanced by persons of ordinary skill in the art.

As an example, if the ANI received by routing server/video ACD 114 is3276, the ANI-Relate database indicates that the ANI associated with thesame video call is 3277. Thus, routing server/video ACD 114 is able toobtain the second of a pair of ANIs associated with a video connection.It then returns to DN-Relate database (see table 1) and places thenumber 3277 under the column “related ANI” of the selected videostation. Routing system 100 then waits for incoming calls having thissecond ANI. Flow chart 250 ends and waits for the next call.

If there is no available video station, routing server/video ACD 114sends the call to a queue to wait for an available station (step 292).In the present invention, a new method is used to queue video calls.This method is different from those used on standard voice calls. Asstated earlier a call cannot be connected to one point and thendisconnected to another point. Such operation will destroy the call. Asa result, the new method, described below, is needed to handle thequeuing.

In step 294, routing server/video ACD 114 checks to see if the videocall has been in the queue for longer than an allowed time (i.e., thetimeout period). If the allowed time has expired, routing server/videoACD 114 records the ANI that attempts to call the call center (step296). When a video station is later available, this ANI can be retrievedby a video agent and a call can be placed by that video agent to thekiosk (or person) which had originated the call. In the mean time,ACD/PBX 112 is instructed to disconnect the video call and return a busysignal (step 298). This is the least desirable option. It should be usedwhen no video agents are available and none are seen to become availablewithin a relatively short time frame. The timeout period is set toreflect this consideration.

If the video call has been in the queue for shorter than the allowedtime, routing server/video ACD 114 continues to try to connect the call(step 302). That is, flow chart 250 loops back to step 272. During thisperiod of time, the video call remains in a ringing state. The loopcontinues until the timeout has elapsed. At that time, steps 296 and 298are executed.

It can be seen from the above description of flow chart 250 that videorouting device 111 is able to receive video calls and connect them toappropriate video stations (if available) in call center 110. Videorouting device 111 could also access database server 120, if there is aneed to do so, to obtain additional information about video kiosk 102and the video station selected for connection. This information can besent to an agent monitoring the selected video station.

As pointed out above, video routing device 111 can also be used for thesituation where only one phone number is assigned to an ISDN channel. Inthis case, there is no need to generate the “ANI-relate” databasebecause the entries in the first and second columns will be the same.The calling ANI is directly written to the appropriate row of the“related ANI” column. This is because the calling ANI and theanticipated second ANI are the same.

FIG. 4 is a drawing showing the logical connection between components incall center 110. It can be seen from FIG. 4 that ACD/PBX 112 isconnected only to CTI/PBX 113. Information regarding calls iscommunicated to stat-server 124 by CTI/PBX 113 so that stat-server 124can record all telephone transactions. CTI/PBX server 113 is alsoconnected to routing server/video ACD 114 for allowing it to route videocalls. Routing server/video ACD 114 is connected to stat-server 124because the information stored therein is used by routing server/videoACD 114 to route calls. Further, stat-server 124 records routinginstructions of routing server/video ACD 114. Routing server/video ACD114 is also connected to database server 120 to obtain additionalinformation for routing calls. Stat-server 120 and database server 120are connected so that information contained therein can be shared andupdated.

Video stations 115-117 are connected to routing server/video ACD 114 sothat video calls can be routed thereto. Video stations 115-117 are alsoconnected to database server 120 so that information regardingcustomers, products, etc., can be downloaded from database server 120.

It should be appreciated that even though CTI/PBX 113, routingserver/video ACD 114, stat-server 124 and database server 120 are shownas separate components, they could be combined into one, two or threecomponents residing on one or more data processing devices.

Apparatus and Methods for Coordinating Telephone and Data Communications(3216)

The present invention comprises a novel system and related methods forcoordinating telephone and data communications. The followingdescription is presented to enable any person skilled in the art to makeand use the invention. Description of specific applications is providedonly as examples. Various modifications to the preferred embodimentswill be readily apparent to those skilled in the art, and the generalprinciples defined herein may be applied to other embodiments andapplications without departing from the spirit and scope of theinvention. Thus, the present invention is not intended to be limited tothe embodiments shown, but is to be accorded the widest scope consistentwith the principles and features disclosed herein.

FIG. 5 is a block diagram showing a voice/data communication system 1100operating in accordance with the present invention. System 1100comprises a provider site 1102 and a customer site 1104 connected by adata communication network 1106, such as the Internet. It should beappreciated that the Internet is used here as an exemplary datacommunication network, and the present invention is not limited to beused in Internet. In this embodiment, provider site 1102 and customersite 1104 are engaged in electronic commercial transactions. Thus,provider site 1102 sends (via Internet 1106) product information, orderforms, confirmation notices, etc. to customer site 104 and customer site1104 sends in (again via Internet 1106) orders, shipping address, andpayment information, etc. to provider site 1102. In this system,provider site refers generally to a location which sells information,products or services and customer site refers to a location whichrequests such information, products or services. A plurality of othersprovider site, such as provider site 1108, and a plurality of othercustomer sites, such as customer site 1110, are also connected toInternet 1106.

It should be appreciated that the present invention relates tocoordinating data and telephone communications between any two sites.The description of provider sites and customer sites pertains to animportant (but not the only) application of the present inventionenvisioned by the inventor. The present invention can be applied to manyapplications.

Customer site 1104 comprises a client computer 1114 running a browser1116 of the present invention. Client computer 1114 is connected to amodem 1122 which is coupled to a TCP/IP connection 1124. As a result,client computer 1114 is able to gain access to the Internet 1106. A userin customer site 1104 use browser 1116 to communicate with othercomputers connected to Internet 1106.

Customer site 1104 also contains a telephone 1128 which allows the userin customer site 1104 to make telephone communication with a serviceagent in provider site 1102. Telephone 1128 is coupled to a publicswitched telephone network (PSTN) 1160 via a telephone channel 1162. Inthe prior art system, it is not possible for the system to coordinatevoice (via PSTN 1160) and data (via Internet 1106) communication betweenthe user and the service agent. One aspect of the present inventionallows such coordination to take place. As a result, the user and theservice agent can display the same data (e.g., the same web page) attheir respective computer screens and communicate orally (or visually ifpicture-phones are installed in both sites) at the same time.

Provider site 1102 comprises a server 1132 connected to Internet 1106through a TCP/IP connection 1134. Server 1132 supplies various webdocuments (e.g., product information, order forms, etc.) to browsersthat request the documents. Provider site 1102 contains a serviceassistance center 1140 in which a number of service agents can taketelephone calls from users in various customer sites. Service assistancecenter 1140 contains a computer-telephony-integration (CTI) system 1142for accepting calls from PSTN 1160 and routing calls to a plurality oftelephones, one of them is shown as telephone 1144. Service assistancecenter 1140 also contains a plurality of computers, one of them is shownas computer 1146. CTI system 1142 is coupled to PSTN 1160 via a highbandwidth telephone channel 1164, such as a primary rate interface (PRI)as defined in the CCITT ISDN 1.431 standard. The service agents use boththe computers and telephones to efficiently provide services to varioususers in the customer sites.

It should be appreciated that the CTI system 1142 is not limited toroute voice communication. It can also route other types ofcommunication. A CTI system that can route video calls has beendisclosed in a copending patent application entitled “VideoTelecommunication Routing Systems and Methods” filed Oct. 25, 1995 inthe names of Alec Miloslavsky and Jason Goecke. This copending patentapplication is hereby incorporated by reference. It should also beappreciated that service assistance center 1140 and provider site 1102can be in different physical locations, as long as they are electricallyconnected in the manner described below.

The Internet side of the invention is first described. Browser 1116 is apiece of software that can display information sent by server 1132. Aprotocol for communication between customer site 104 and provider site1102 using Internet 1106 is the HTTP or web protocol. One of theadvantages of web protocol is that the display on browser 1116 is agraphic document (commonly called a web page) containing text, images,and other information. Each web page has an address in a recognizedformat—the URL, or Uniform Resource Locator—that enables computers allover the world to access it. Browser 1116 sends a request to the URL ofa web page in server 1132. Server 1132 respond with a file encoded in aspecial language called the hypertext markup language (HTML). Thislanguage contains “tags” which allows a programmer to specify theappearance of the web page and set up hyperlinks to other HTML documents(located in the same or other servers). As a result, the user incustomer site 1104 is able to use browser 1116 to access information inserver 1132.

The web protocol also contains various mechanisms, e.g.,common-gateway-interface (CGI), POST and GET methods, etc., for browser1116 and server 1132 to communicate with each other. As a result, it ispossible to design a system for the user in customer site 104 to placeorders through the web page. For example, the user can click on an iconon a web page to order a product associated with the icon. Server 1132receives and processes the order. This is one of the methods forcarrying out electronic commercial transactions.

When the user in customer site 104 is reviewing information on browser1116 or is about to place an order, the user may request the attentionof a service agent in service assistance center 1140. For example, theuser may want to ask additional information or provide confidentialinformation (such as a credit card number) orally to the service agent.It is desirable for the service agent to display on his/her computer1146 the same web page displayed on browser 1116 while interaction withthe user through telephone. It is also desirable for the service agentto obtain as much information about customer site 1104 as possible priorto commencing telephone communication with the user.

In the prior art methods, the user has to look up the telephone numberof the service assistance center and manually call the center. Afterconnected to a service agent, the user has to explain his/her needs, andif necessary, describe to the agent the web page being displayed on thebrowser. The service agent needs to identify the user and may have toaccess the server to find the web page displayed on the user's computer.It can be seen that this method is very slow and ties up valuable timeof a service agent. As a result, prior art service assistance centersrequire many service agents in order to provide adequate service tocustomers.

One aspect of the present invention provides automatic coordinationbetween the telephone communication and the Internet communication. Asan example, when the telephone communication is established, the webpage displayed by browser 116 is automatically displayed on computer1146 together with information about customer site 1104. As a result,the service agent may anticipate the user's needs and immediatelyprovides desired services to the user. It should be appreciated thattelephone communication in the present system includes voice and/orvideo communication through PSTN 1160.

In the present invention, the web page originated from server 1132contains an icon, such as a button 1118, positioned at a convenientlocation of the web page. This icon is displayed by browser 1116. Whenthe user wishes to initiate telephone communication with serviceassistance center 140, he/she can click on (i.e., select) button 118.There is no need for the user to look up the telephone number of serviceassistance center 1140. One way for browser 1116 to display a clickablebutton 1118 is by embedding (at the appropriate place in the associatedHTML document) a tag of the form: <A HREF=“phone.html”><IMGsrc=“HTTP://“button.gif”></A>. In this example, “button.gif” is the URLaddresses of a graphic file (in a popular graphic format called GIF)associated with the button icon and “phone.html” is the URL address of afile which can respond to the clicking. This tag tells a browser todisplay the “button” image (which is preferably stored in server 1132),and to treat it as a clickable item that, whenever a user clicks on itwith a mouse, triggers a connection to the file “phone.html” (alsopreferably stored in server 1132).

When button 1118 is clicked, browser 1116 sends a telephone servicerequest to “phone.html” in server 1132. Server 1132 then sends therequest and associated data (e.g., the identity of customer site 104 andthe HTML document associated with the web page displayed on browser1116) to a service request process (SRP) 1168. SRP 1168 is a softwaremodule which could run on server 1132 or on a separate data processingdevice. SRP 1168 selects an available service agent in accordance withpredetermined criteria (e.g., availability of agents, previousinteraction between a certain agent and customer site 1104). Assumingthat the service agent associated with computer 1146 is selected, theHTML document previously sent to customer site 1104 is delivered tocomputer 1146. Computer 1146 contains a browser and can display the HTMLdocument. As a result, the service agent who will interact with the userin customer site 1104 is able to see the same web page the user isseeing. As explained below, other information about customer site 1104can also be sent to computer 1146. This information is accessible by theservice agent.

One aspect of the present invention is a CTI system that can provide atelephone connection between the user and the service agent associatedwith computer 1146. FIG. 2 shows a block diagram of CTI system 1142which works with SRP 1168 to provide such a connection. Referencenumerals in FIG. 6 that are the same as that for FIG. 5 refer to thesame elements.

CTI system 1142 comprises a switching device 1202 for accepting callsfrom PSTN 1160. Examples of switching device 1202 are (but not limitedto) an automatic call distributor (ACD)/private branch exchange (PBX)and a PSTN switch. It should be appreciated that switching device 1202(hereinafter “PBX 202”) can be a customer premise equipment or may beprovided by a telephone communication carrier. PBX 1202 contains a highbandwidth port 1204 (for connecting to PSTN 1104) and a plurality of lowbandwidth ports (such as ports 1206-1209). Each of the low bandwidthports is assigned one or more directory numbers. Some of these ports canbe connected to telephones used by service agents (such as telephones1213 and 1216).

In order to facilitate the operation of service agents, each agent haseasy access to a telephone and a computer. In FIG. 6, a telephone and acomputer is set up as a station and assigned to a service agent. Forexample, telephone 1213 and a computer 1214 is grouped as a station 1215while telephone 1216 and a computer 1217 is grouped as a station 1218.When a service agent logs in, he/she can enter his/her identificationinformation to computers 1214 and 1217, respectively. As explainedabove, information on the service agents (such as language skill,knowledge of products, etc.) could be used by SRP 1168 as some of thefactors in selecting an appropriate service agent to interact with aparticular user.

PBX 1202 is connected to a CTI server 1222 through a CTI link 1220. CTIsystem 1142 also comprises a stat-server 1224 and a routing server 1226.Stat-server 1224 stores all relevant activities of CTI system 1142(e.g., the current status and history of activities of all low bandwidthports). Routing server 1226 routes calls to appropriate low bandwidthports based on factors such as the information contained in stat-server1224, the information delivered by PBX 1202 and the status of variouslow bandwidth ports. CTI system 1142 contains a database server1 228containing information of provider site 1102, e.g., agent skills, andinformation pertaining to the customers of provider site 1102, includinginformation of customer site 1104. CTI system 1142 also contains anexternal router 1230, working together with SRP 1168, for reserving aspecific telephone channel between customer site 1104 and the telephonein the station of the selected service agent. The detail operation ofexternal router 1230 will be described below.

One function of CTI server 1222 is to act as a bridge between PBX 1202at one end and stat-server1 224, external router 1230 and routing server1226 at the other end. CTI server 1222 is designed to interface withPBXs manufactured by different vendors and present a uniform applicationprogram interface (API) to stat-server 1224, external router 1230 androuting server 1226. An advantage of this arrangement is that individualcomponents in CTI system 1142 could be replaced and enhanced separately.For example, substantially the same routing server, external router andstat-server could be used with PBXs from different manufacturers (e.g.,AT&T, Northern Telecom or Ericsson) by changing CTI server 1222.Specifically, different versions of a particular implementation of CTIserver 1222 can be designed to match with switches made by differentmanufacturers (provided that the switches have a CTI link). Theseversions communicate with the same routing server, external router andstat-server through a standard protocol which is switch-independent.

In one embodiment of the present invention, stat-server 1224, externalrouter 1230, routing server 1226, external router 1230, and computers1214 and 1217 are connected to a communication network 1234. In thepresent embodiment, the function of these servers and external router1230 are provided by software modules running in one or more computers.It should be appreciated that even though CTI server 1222, routingserver 1226, stat-server 1224, external router 1230 and database server1228 are shown as separate components, they could be combined into one,two, three or four components residing on one or more data processingdevices.

SRP 1168 is connected to external router 1230 and communication network1234. After a user in customer site 1104 clicks on button 1118 andissues a request, SRP 1168 determines the status of the agent computers(e.g., whether computers 1214 and 1217 have been turned on) and theidentity of agents in the stations. SRP 1160 may need to access databaseserver 2128 and stat-server 1224 to obtain the necessary information.SRP 1168 then selects an appropriate agent and notifies external router1230. External router 1230 selects a telephone number of a routing pointof PBX 1202 and associate this telephone number with the directorynumber of PBX 1202 which connects to the telephone of the selectedservice agent. The routing point is a component in PBX 1202 whichgenerates a CTI redirect request to CTI server 1222 whenever a callreaches this component. This routing point could be a control directorynumber, virtual directory number, or a trunk/dial number identificationsystem (DNIS). The exact nature of the telephone number is notimportant, as long as it is a number which can reach the routing point.Thus, the telephone number could be a private network number, a publicnetwork number or an international number.

External router 1230 notifies CTI server 1222 and SRP 1168 of thistelephone number. SRP 1168 causes server 1132 to send this telephonenumber to browser 1116 in customer site 1104. Browser 1116 can eitherdisplay this number so that the user can dial it manually or dial thenumber electronically and notifies the user about the status of thetelephone connection. When PBX 1202 receives a call having thistelephone number, it directs the call to CTI server 1222. CTI server1222 sends the call to external router 1230, which then delivers thiscall to the directory number associated with the selected service agent.

PBX 1202 keeps a number of such routing points specifically reserved toaccommodate requests from SRP 1168. These routing points are used as“semaphores” by SRP 1168. They are allocated and deallocated as needed.Once a routing point is reserved by SRP 1168 for a particular serviceagent, it is considered unavailable. Once the call is routed to theservice agent, the routing point is again usable.

FIG. 7 is a flow diagram showing the flow of events during an exemplarydata and voice communication session using the CTI system shown in FIG.6. In FIG. 7, operations are grouped under three columns 1306-1308indicating the locations in which the operations take place: customersite, server/SRP and service assistance center. When a session starts,browser 1116 in customer site 1104 sends a URL to server 1132 (operation1310). Server 1132 responds by sending browser 1116 a HTML document(operation 1312). This document contains a tag causing browser 1116 todisplay a clickable button. Browser 1116 receives the HTML document andcreates a web page based on the HTML document (operation 1314). Afterreviewing the displayed web page, the user clicks on button 1118.Browser 1116 responses by sending a request for an agent (together withdata identifying customer site 1104, if needed) to server 1132(operation 1316). Server 1132 delivers the request and the data to SRP1168, which in turn delivers the information to external router 1230(operation 1320). External router 1230 selects a service agent. Itreserves a telephone number and associates it with a telephone used bythe selected service agent. This telephone number is sent to SRP 1168(operation 1324). At this time, the service agent receives informationregarding customer site 1104 and the HTML documents previously sent tobrowser 1116 (operation 1325). The telephone number received by SRP 1168is sent to server 1132, which in turn sends the number to browser 1116(operation 1326). Browser 1116 (or the user) then dials the telephonenumber so as to establish telephone connection to the selected serviceagent (operation 1330). As pointed out above, this telephone numbercauses PBX 1202 to route the call to the directory number associatedwith the selected service agent. The service agent receives thetelephone call (operation 1332). At this time, the service agent hasalready acquired a lot of information about customer site 1104 and theweb pages previously delivered thereto.

Another embodiment of the present invention is now described. In thisembodiment, call center 1102 initiates the telephone call (in responseto a request by a user in customer site 104) instead of customer site1104 initiates the telephone call. Referring now to FIG. 5, the userrequests a telephone call by clicking on button 118 (which could belabeled a “call me” button). A dialog box appears. It asked the user toenter the telephone number of phone 1128. Browser 1116 then sends thetelephone number of phone 1128 to server 1132 in provider site 1102.Alternatively, the telephone number could have been previously stored incomputer 1114 (e.g., in the form of a persistent client stateinformation commonly called the “cookies” in Internet technicalliterature). Server 1132 then sends the telephone number and associateddata (e.g., the identity of customer site 1104 and the HTML documentassociated with the web page displayed on browser 1116) to SRP 1168. SRP1168 then requests service assistance center 1140 to call this telephonenumber and select an agent to talk with the user.

Browser 1116 could send other identification information instead of thetelephone number to server 1132. For example, the name or Internetaddress of customer site 1104 could be sent. Server 1132 or SRP 1168could maintain a customer list associating the identificationinformation with the telephone number of phone 1128. As a result,service assistance center 1140 could call telephone 1128 based oninformation on this customer list.

Other information can also be sent by browser 1116. For example, theuser can specify a certain time period on a certain date as anappropriate time for receiving calls from service assistance center1140.

FIG. 8 is a block diagram of a CTI system 1350 which can call telephone1128 in accordance with the present invention. Reference numerals inFIGS. 6 and 8 that are the same refer to the same elements. It should beappreciated that a CTI system can be formed by combining elements inFIGS. 6 and 8 so as to allow either provider site 1102 or telephone 1128to initiate the telephone call.

In FIG. 8, SRP 1168 is connected to an outbound call controller 1354,which is in turn connected to switching device 1202 and communicationnetwork 1234. After SRP 1168 received the telephone number of phone1128, it deposits the number in a list server 1356. This server isessentially a queue which contains all the telephones which needs to bedialed out by service assistance center 1140. Typically, the queue isarranged in a first-in-first-out manner. However, it is possible to setup a different priority scheme for scheduling the calls.

Outbound call controller 1354 dials the telephone numbers in list server1356. The progress of the call is monitored by a call progressiondetector (CPD) 1358. Detector 1358 returns the status of the call (e.g.,line busy, call received by a facsimile machine, call received by amodem, etc.). Outbound call controller 1354 takes appropriate actionsbased on this status, e.g., it can dial another number in list server1356 if the telephone corresponding to a previously dialed number isbusy.

When the telephone number corresponding to phone 1128 is dialed and CPD1358 determines that the line is not busy, outbound call controller 1354requests routing server 1226 to find a free agent who is qualified tohandle the call to customer site 1104. SRP 1168 can then send thedigital data (e..g, the HTML document displayed on the user's computer)to the selected agent. As a result, an agent in service assistancecenter 1140 is able to talk with a user in customer site 104 whilereviewing the web page displayed on browser 1116 in customer site 1104.

In a different version of this embodiment, SRP 1168 can estimate thelength of time for service assistance center 1140 to call telephone 1128based on the number of telephone numbers already in list server 1356 andthe availability of agents. If this length of time is excessively long,SRP 1168 may ask Internet server 1132 to send a message to browser 1116informing the user of the estimated waiting time. The user has thefreedom to request a rescheduling of the call.

FIG. 9 is a flow diagram showing the flow of events during an exemplarydata and voice communication session using the CTI system shown in FIG.8. In FIG. 9, operations are grouped under three columns 1406-1408(similar to that of FIG. 7) indicating the locations in which theoperations take place: customer site, server/SRP and service assistancecenter. When a session starts, browser 1116 in customer site 1104 sendsa URL to server 1132 (operation 1410). Server 1132 responds by sendingbrowser 1116 a HTML document (operation 1412). This document contains atag causing browser 1116 to display a clickable button. Browser 1116receives the HTML document and creates a web page based on the HTMLdocument (operation 1414). After reviewing the displayed web page, theuser clicks on “call me” button 1118. Browser 1116 responses by sendinga request for a phone call, together with telephone number and/or dataidentifying customer site 1104, to server 1132 (operation 1416). Server1132 delivers the request and the telephone number to SRP 1168, which inturn delivers the number to outbound call controller 1354 (operation1420). The telephone number is placed in list server 1354 (operation1424). Controller 1354 dials outbound phone calls from number is listserver 1354 (operation 1426). When the user in customer site 1104answers the call (operation 1430), an agent in service assistance center1102 is assigned to handle the call (operation 1432). Data related tocustomer site 1104 and the web page viewed by the user is delivered tothe agent. The agent can then answer the call with all necessaryinformation on hand (operation 1434).

Methods and Apparatus for Implementing a Network Call Center (3219)

The present invention comprises a novel call center architecture andrelated methods. The following description is presented to enable anyperson skilled in the art to make and use the invention. Description ofspecific applications is provided only as examples. Variousmodifications to the preferred embodiments will be readily apparent tothose skilled in the art, and the general principles defined herein maybe applied to other embodiments and applications without departing fromthe spirit and scope of the invention. Thus, the present invention isnot intended to be limited to the embodiments shown, but is to beaccorded the widest scope consistent with the principles and featuresdisclosed herein.

FIG. 10 is a drawing showing a call center architecture 2100 of thepresent invention. Architecture 2100 contains a network provider callcenter 2102 and a customer call center 2104. Network provider callcenter 2102 is maintained by an operator of a public-switched telephonenetwork (PSTN) 2105. Customer call center 2104 is linked to PSTN 2105 bya telephone link 2106. Customer call center 2104 is also optionallylinked to provider call center 2102 by a data connector 2172. In thisarchitecture, most of the equipment associated with the implementationof a call center are preferably located at provider call center 2102while the agents are preferably located at customer call center 2104.

Network provider call center 2102 provides call center services to othercustomers, such as customer call center 2108. These call centers arelinked to PSTN 2105 by telephone links. For example, customer callcenter 2108 is linked to PSTN 2105 by telephone link 2109. Further,customer call center 2108 is optionally connected to provider callcenter 2102 by a data connector 2174.

In order to illustrate the operation of the present invention, thesystem in FIG. 10 is used to perform predictive dialing. In this case,agents in customer call center 2104 want to contact potential buyers ofa product or service. The telephone numbers of these potential buyersare stored in a database in provider call center 2102. Equipments inprovider call center 2102 dial these telephone numbers. If a telephonenumber is busy, another telephone number is dialed automatically. When apotential buyer answers the call, the call is immediately routed to anavailable agent in customer call center 104. The agent can then talk tothe buyer regarding the product or service.

Customer call center 2104 comprises a private branch exchange and/orautomatic call distributor (shown in FIG. 10 as PBX 2152) and aplurality of stations, such as stations 22154 and 2156. Each station hasa telephone (such as telephones 2158 and 2160 in stations 2154 and 2156,respectively) and a computer (such as computers 2159 and 2161). Thetelephones are connected to PBX 2152. The computers are connected to alocal area network 2166, which is in turn connected to data connector2172. Agents in customer call center 2104 are assigned to these stationsto operate the telephones provided therein.

Provider call center 2102 comprises a network switch 2110, a CTI system2112 and a computer predictive dialer 2114. Network switch 2110 containscircuits that can provide switching and call distribution functions.Network switch 2110 is coupled to a high bandwidth telephone line 2116so that a plurality of telephone channels are available for connectingto the telephones of potential buyers. Network switch 2110 also containsmeans for keeping an incoming call connected thereto continuously sothat this incoming call can be routed at will to any lines controlled bynetwork switch 2110 (referred herein as the “continuous connection”function). Network switches made by some manufacturers contain thismeans. For those network switches that do not contain this means, a“looped around” circuit 2120 can be used to provide the same continuousconnection functionality. Looped around circuit 2120 comprises a pair ofstation trunks 2122 and 2124 in a network switch that are physicallyconnected together. This arrangement allows an incoming call (originatedfrom an agent in a customer call center) terminated at one of thestation trunks, such as station trunk 2122, to be continuously connectedto network switch 2110, as long as the call is not disconnected by thecaller (i.e., the agent) who initiated the call. The means for keepingincoming calls connected and the looped around circuit are collectivelycalled the “continuous connection means.” During the time the incomingcall is connected to continuous connection means, network switch 2110can communicate with the caller (i.e., the agent) at any time withoutthe need to reestablish the telephone connection.

FIG. 10 shows the structure of CTI system 2112. It contains a CTI-server2132, a stat-server 2134, a routing server 2136 and a database server2138. Stat-server 2134 contains a database for storing all relevantactivities of CTI system 2112 (e.g., the current status and history ofall calls in CTI system 2112). Database server 2138 contains informationof customer call center 2104, such as information on various agents whowork in customer call center 2104. Routing server 2136 routes calls toappropriate stations in customer call center 2104 based on factors suchas the information contained in stat-server 2134 and the status ofvarious stations in customer call center 2104. CTI-server 2132,stat-server 2134, routing server 2136 and database server 2138 areconnected by a data communication network 2140. Data connectors 2172 and2174 connect data communication network 2140 to the local area networksin customer call centers 2104 and 2108, respectively (such as local areanetwork 2166 in center 2104).

CTI server 2132 acts as a bridge between network switch 2110 at one endand stat-server 2134 and routing server 2136 at the other end. CTIserver 2132 is designed to interface with network switches manufacturedby different vendors and present a uniform application program interface(API) to stat-server 2134 and routing server 2136. An advantage of thisarrangement is that individual components in provider call station 2102could be replaced and enhanced separately. For example, substantiallythe same routing server and stat-server could be used with networkswitches from different manufacturers (e.g., AT&T, Northern Telecom orEricsson) by changing CTI server 2132. Specifically, different versionsof a particular implementation of CTI server 2132 can be designed tomatch with switches made by different manufacturers (provided that theswitches have a CTI link). These versions communicate with the samerouting server, database server and stat-server through a standardprotocol which is switch-independent.

In operation, when an agent begins work at one of the stations incustomer call center 2104, such as station 2154, he dials apredetermined telephone number which terminates at network switch 2110.When network switch 2110 receives this call, it connect the call to thecontinuous connection means. For the network switches that contains looparound circuit 2120, the call is connected to station trunk 2122. As aresult, telephone 2158 in station 2154 is connected to network switch2110 until the agent terminates the call. The agent can also send hisidentification number and other information to routing server 2136 usingtelephone 2158 or computer 2159. At this time, CTI system 2112 knowsthat station 2154 is now in operation and the identity of the agent instation 2154. CTI system 2112 can route calls to this station. Otheragents can log on to the system using the same method.

In order to illustrate an application of the present invention,predictive dialing using call center architecture 2100 is described.When predictive dialing starts, CPD 2114 causes network switch 2110 todial telephone numbers from its list. CPD 2114 can be a softwarecomprising a list manager (for managing a list of phone numbers to bedialed) and a dialer application. CPD 2114 is connected to datacommunication network 2140. When a connection to a potential buyer isestablished, network switch 2110 passes this information to CTI system2112, which routes the call to one of the agents in customer call center2104. Because telephone connections between provider call center 2102and the agents have previously been established, network switch 2110 canimmediately connect the call to the selected agent. As a result, thereis little delay in establishing communication between the agent and thebuyer.

An important advantage of the present invention is that all call centerfeatures are centralized. As pointed out above, database server 2138 andstat-server 2134 contains information of the activities, users andagents of the call center. This information will be centrally available.Routing server 2136 can centrally control the operation of the entiresystem (which includes provider call center 2102 and all the customercall centers) and route calls to the most qualified agent to service acall.

FIG. 11 is a flow chart 2200 showing the operation of the system shownin FIG. 10. In step 2204, the agents in customer call center 2104 callthe predetermined number to provider call center 2102. In step 2206, thecall terminates at the means for continuously connecting an incomingcall (such as loop around circuit 22120). At step 2210, CPD 2114 dialsphone numbers in a list. It determines whether a call is connected (step2212). If the answer is negative (i.e., the call not connected), flowchart 2200 branches back to step 2210 and another phone number from thelist is selected for dialing. If the answer is positive, the software inprovider call center 2102 selects an appropriate agent to take the call.The call is routed to the selected agent (step 2216). CPD 2114determines whether other phone numbers in the list need to be called(step 2220). If more numbers need to be called, flow chart 2250 branchesback to step 2210, and the phone numbers are dialed. If no more phonenumbers in the list needs to be called, flow chart 2200 terminates (step2222).

It should be appreciated that the above described operation can beapplied to other customer call centers. Also, other services, inaddition to predictive dialing, can also be performed by networkprovider call center 2102. For example, the present invention can alsobe used by provider call center 2102 to process all inbound calls of thecustomer call centers. In this situation, the delay in establishingcommunication between agents and callers may not be an overly importantproblem. However, the ability to centralized information and operationremain an important advantage of the present invention over the priorart.

It should also be appreciated that even though CTI server 2132, routingserver 2136, stat-server 2134 and database server 2138 are shown asseparate components, they could be combined into one, two or threecomponents residing on one or more data processing devices. In oneembodiment of the present invention, they are implemented as aclient/server architecture, and they can be geographically separated.

In addition to customer call centers, individual stations can also usethe service of the network call center. As an example, FIG. 10 shows astation 2180 having a telephone 2182 and a computer 2184. Phone 2182 isconnected to PSTN 2105 via line 2186 and computer 2184 is connected todata communication network 2140 via data connector 2188. In operation,an agent in station 2180 dials a predetermined telephone number whichterminates at network switch 2110. Switch 2110 then connects this callto station trunk 2122. As a result, telephone 2182 is connected tonetwork switch 2110 until the agent terminates the call. Consequently,the equipment and software in provider call center 2102 are available tostation 2180.

The present invention can also be applied to multiple network callcenters. The data communication networks in these network call centers(such as network 2140 of FIG. 10) are connected to each other by a highspeed data connector. The network switches of these call centers areconnected to each other using reserved telephone connections. As aresult, telephone calls can be routed from one call center to anotherwithout undue delay.

System and Method for Operating a Plurality of Call Centers (3220)

The present invention comprises a novel call center architecture andrelated methods. The following description is presented to enable anyperson skilled in the art to make and use the invention. Description ofspecific applications is provided only as examples. Variousmodifications to the preferred embodiments will be readily apparent tothose skilled in the art, and the general principles defined herein maybe applied to other embodiments and applications without departing fromthe spirit and scope of the invention. Thus, the present invention isnot intended to be limited to the embodiments shown, but is to beaccorded the widest scope consistent with the principles and featuresdisclosed herein.

FIG. 12 shows a schematic diagram of a prior art system having callcenters in separate geographic locations. As explained below, theoperations of these call centers are not integrated, thereby leading toinefficient use of resources.

FIG. 12 shows two call centers 3100 and 3150 out of a plurality of callcenters. Because the structure of these call centers are similar, onlyone of them (center 3100) will be described in detail. Call center 3100is connected to a public-switched telephone network (PSTN) 1304. Itcomprises a switch 3108 for accepting calls from PSTN 3104. Switch 3108could be an automatic call distributor (ACD)/private branch exchange(PBX) or a PSTN switch. Switch 3108 contains a high bandwidth port 3110(for connecting to PSTN 33104) and a plurality of low bandwidth ports(such as ports 3112-3114). Some of these low bandwidth ports can beconnected to voice-based devices. For example, ports 3112-3113 isconnected to telephones 3116-3117, respectively. Agents are assigned tohandle these telephones. Each of the low bandwidth ports is assigned oneor more directory numbers (DN″).

It has been found that the function performed by a standard switch israther limited and cannot meet the requirements of a typical callcenter. For example, it is desirable to provide information about a callto a workstation (such as workstation 3132-3133) available to eachagent. The telephone and a corresponding workstation form an integralunit (such as units 3141 and 3142) to serve a call. However, a switchcannot search, process and route data to these workstations.Consequently, a new technology, called computer-telephony-integration(CTI), is needed to route a combination of voice and digital data todesired places.

As a way to implement CTI, call center 3100 further contains a routingsubsystem 3122 connected to a CTI server 3124, which is in turnconnected to switch 3108 through a CTI link 3126. The communicationbetween switch 3108 and server 3124 typically follows the X.25 protocol.CTI server 3124 can be considered an interfacing software which allowsrouting subsystem 3122 to interact in a consistent manner with switch3108 (which may be made by one of several vendors). Switch 3108 notifiesCTI server 3124 when a call is received. CTI server 3124 sends theinformation to routing routine 3122, which selects an agent bestqualified to answer the call in accordance with predetermined criteria.CTI server 3124 then notifies switch 3108 to direct the call to thetelephone of the selected agent while routing subsystem 3122 directsdata relating to the person placing the call to the workstation of theselected agent.

In order to facilitate data communication, a communication network 3136is used to digitally connect routing subsystem 3122, CTI server 3124 andworkstation's 3132-3133.

As can be seen in FIG. 12, prior art call centers contain separateswitch, CTI servers, and routing subsystems. The problem with thisarchitecture is that routing can only be performed locally. Thus, evenif there is an agent best suitable to handle a call, the call cannot berouted to this agent if he/she is located in another call center.

FIG. 13 is a schematic diagram showing a global call center architecture3160 in accordance with the present invention. This architecture allowsrouting of calls received by one call center to an agent located in ageographically separated call center. Digital data related to the calls(e.g., customer and ordering information related to telephones whichoriginate the calls) is also routed to the agent. As a result, theresources of these call centers can be better utilized.

As an example to illustrate the advantages of the global call centerarchitecture, a call center may be temporarily swamped with calls, andthus need to direct calls to other call centers that are relativelyquiet. The global call center architecture of the present invention candirect the calls to an appropriate agent in another call center, therebyfully utilizing the resources of the call centers.

Another advantage of the present architecture is that it allowsdifferent call centers to maintain specialized resources. There are goodreasons why specialized resources can be better acquired by differentcall centers. For example, call centers that are close to universitiesor high-tech areas would be in a better position to hire agents who canprovide technical information to customers. Similarly, call centerslocated in metropolitan areas around the coastal areas would be in abetter position to hire agents having foreign language skills. Thus,calls which require these specialized resources but initially receivedby a call center located away from the above-mentioned areas are likelyto find the best qualified agent located in one of these call centers.The present inventions allow these calls to be routed to the bestqualified agent in these specialized call centers.

Yet another advantage of the architecture shown in FIG. 13 is that allthe information can be centrally managed. As a result, the informationin a database can be easily updated and maintained. In contrast, if eachcall center maintains its own database, it would be difficult to enforcedata integrity.

FIG. 13 shows two call centers 3162 and 3180 out of a plurality of callcenters. The structure of only one call center (center 3162) isdescribed in detail here because all the call centers have similarstructure. Call center 3162 contains a switch 3168 that is similar tothe switch 3108 of FIG. 12. Switching 3168 could be an automatic calldistributor (ACD)/private branch exchange (PBX) or a PSTN switch. Switch3168 contains a high bandwidth port (not shown) for connecting to a PSTN3164 and a plurality of low bandwidth ports (not shown) for connectingto voice-based devices (such as telephones). Agents are assigned tohandle these telephones. Each of the low bandwidth ports is assigned oneor more directory numbers. Agents are also provided with workstations(not shown) for displaying callers (and other) information.

Call center 3162 contains a CTI server 3170 that is connected to switch3168 through a CTI-link 3172. Up to this point, call center 3162 issimilar to call center 3100 of FIG. 12. However, in the presentarchitecture, the routing subsystem is not considered part of the callcenter.

Similarly, call center 3180 contains a switch 3182 and a CTI server 3184linked by a CTI-link 3186. Switches 3168 and 3182 in call centers 3162and 3180, respectively, are connected by a tie line 3188.

It should be noted that switch 3168 and CTI server 3170 do not have tobe located in the same physical area. The present invention does notimpose any condition on the length of CTI link 3172.

Global call center 3160 contains a single stat-server 3190 to gatherstatistical information of all the call centers. It also contains arouting server 3192 for selecting appropriate agents using data instat-server 3190 (and from other databases). Stat-server 3190 collectsand stores historic data relating to all calls, activities of switches,and information and activities of all agents and telephones in all thecall centers.

One aspect of the present invention is a three-layer architecture inwhich a first layer comprises a plurality of switches and their matchingCTI servers. The switches could be manufactured by different vendors.Each switch has a different capability and interface procedure. Thematching CTI server is a routine which communicates and controls anassociated switch one hand and, at the other hand, presents a commoninterface to the second and third layers. The second layer communicateswith all the CTI servers in the first layer and all applications in thethird layer. The third layer contains one or more applications which usethe information contained in the second layer. In this embodiment, thesecond layer accumulates statistics on all aspects of the operation ofthe call centers, such as the agents and all activities of the automaticcall distributors. The second layer provides this statistics to variousapplications in the third layer.

In a preferred embodiment, various entities in a call center areassociated with software objects. The following are some examples ofthese objects:

(a) Queues and Routing Points: These are hardware circuits in switchesand are represented as objects. Queue implements hardware controlled ACDmechanism. Routing points, sometimes called control directory number(CDN), can be controlled by external software applications (such as arouting routine).(b) Agent DNs: They are hardware ports in a switch and are representedas objects. Each DN is associated with one or more properties. Forexample, some DNs can access another DN directly; some DNs areassociated with queues; some DNs are limited to outgoing calls; and someDNs have a period of unavailability after completion of a previous call.In a specific example, some of the switches manufactured by NorthernTelecom contain basically two kinds of DNs, position and extension.Extension DNs can be accessed directly by a telephone and can initiateoutgoing calls. Position DNs are associated with one or more queues.They can be accessed only through these queues and cannot initiateoutgoing calls.(c) Agent Places: They are logical spaces each containing itemsassociated with the space (e.g., one or more DNs, possibly attached todifferent switches, and workstations). In a physical implementation,these places could be desks. When an agent makes login to one item in aplace, he (she) becomes logically logged in for the whole place. Eachplace is represented as an object and associated with a PlaceID.(d) Agents: Persons (objects) identified by an AgentID. Agents can movebetween places dynamically. The stat-server has a special routine fordynamically keeping track of the locations of all the agents. Forexample, an agent can work from 9:00 A.M. till 13:00 (i.e., 1:00 P.M.)at a first place; makes a logout (e.g., for lunch) and then makes alogin at a second place at 14:00. The agent location tracking routinemaintains the information so that the routing server (and otherapplications) knows which DN to dial to reach the agent. Each agent mayalso have a “home place,” which is a default value if the agent cannotbe dynamically tracked.(e) Groups: A number of agents in any combination. Group objects areidentified by GroupIDs. There are at least two types of groups. Thefirst type (identified herein as SObjectGroupAgents) contains a list ofAgentIDs. In this case, the stat-server tracks all agent movements andcollect statistics only for included agents. Examples are groups withparticular skills. The second type (identified herein asSObjectGroupPlaces) contains a list of agent places (PlaceIDs). Examplesof places in the lists are training room, main office, second floor,etc. In this case, the stat-server tracks events related to placesincluded in the list because it does not matter who works in theseplaces.

FIG. 14 is used to illustrate the above described objects. It shows twoswitch objects 3212 and 3213, one represents switch 3168 and the otherrepresents switch 3182. Switch object 3212 comprises the followingresources: CDN objects 3214 and 3215, queueDN object 3216, and DNobjects 3217-3219. These objects represent the corresponding CDN,queues, and agent DNs in switch 3168. Similarly, switch object 3213comprises the following resources: CDN object 3221, queueDN object 3222,and DN objects 3223-3224. These objects represent the corresponding CDN,queues, and agent DNs in switch 3182.

The agent DN objects 3217-3219 and 3223-3224 are also included in agentplace objects. In this example, agent place object 3226 includes DNobjects 3217 and 3218, agent place object 3227 includes DN objects 3219and 3223, and agent place object 3228 includes DN object 3224. It shouldbe noted that the DNs from two different switches can be associated withthe same agent place.

Some of the agent place objects can be grouped together to form placegroup objects. In FIG. 14, only one place group object 3232 is shown.

FIG. 14 also shows a plurality of agent objects, such as objects 3230and 3231. In this example, agent object 3230 is dynamically linked toagent place object 3227 using the above mentioned agent locationtracking routine, shown in FIG. 14 as a dashed line 3235. Similarly,agent object 3231 is dynamically linked to agent place object 3228 usingan agent location tracking layer, shown as a dashed line 3236.

Some of the agent objects can be grouped into agent group objects. InFIG. 14, only one agent group object 3233 is shown.

Stat-server 3190 provides a set of application programming interfaces(APIs) for its clients to obtain statistics for various objects, such asobjects associated with agents, agent groups, places, place groups,route points, queues, etc. Statistics could be current objects statesrepresentation (e.g., current agent status, current number of activecalls in a group, etc.) or historical states representation. Historicalrepresentation are accumulated information for certain time intervals(e.g., total number of calls, total talk time, average talk time, etc.).Thus, the clients have to specify the time interval of interest.Examples of time intervals are:

(a) SFixedStartSlidingEnd: The start time is fixed (e.g., 9:00 A.M.)while the end time is sliding (e.g., “till now”). For example, theclient may request the total number of calls between 9:00 A.M. and now.

(b) SFixedStartFixedEnd: Both the start and end times are fixed.

(c) SFixedLengthSlidingEnd: The time interval is fixed while the startand end times are sliding. Example: the average call length for the pasthour.

Global call center 3160 also contains a routing server 3192 forselecting agents and places and causing the switches to route callsthereto. Routing server 3192 requests statistical information on objectsof interest from stat-server 3190. Routing server 3192 also has accessto a separate database 3194 containing other relevant information, suchas information relating to customers and agents in all the call centersin global call center 3160. Using information from stat-server 3190 anddatabase 3194, routing server 3192 selects (using a software algorithm)the best agent for a specific call.

As explained in FIG. 14, the statistics of many objects are tracked bystat-server 1390. One of the reasons for creating these objects is thatrouting server 3192 typically requests information in the form ofagents, agent groups, agent places and place groups. On the other hand,the CTI server sends to stat-server 3190 information about DNs and CDNsof their associated switches. These objects allow stat-server 3190 toeasily communicate with various clients that can access it.

The operation of global call center 3160 is now described using a flowchart 3260. FIGS. 15A and 15B is used to illustrate the flow chart. Inthis example, it is assumed that a call is received by a CDN of switch3168 (step 3262) of call center 3162 while the best suitable agent islocated in call center 3180. Instead of routing the call itself, switch3168 notifies CTI-server 3170 of this event (step 3264). CTI server 3170assigns a unique connection identification to this call (call herein asthe first connection ID, for convenience), and pass this ID togetherwith other information about this call, such as its “automatic numberidentification” (ANI) and (if applicable) “dial number identificationsystem” (DNIS), to routing server 3192 (step 3266). The ANI uniquelyidentifies the telephone line which originates the call while the DNISuniquely identifies the toll-free 800-number dialed by a telephone. CTIserver 3170 also notify stat-server 3190 that a call has been received(step 3268) The connection ID, ANI, DNIS and other CTI-relatedparameters are also passed to the stat server 3190.

Routing server 3192 then sends API commands to database 3194 to requestrelevant information relating to this call (step 3270). For example, ifa call originates from a telephone having a certain ANI, routing server3192 asks database 3194 to retrieve information about persons related tothis telephone. The details of a special API structure, called a “statuspriority table,” is described in detail in a separate patent applicationentitled “Method and System for Determining and Using Multiple ObjectStates in a Computer Telephony Integration System.” This table allows anapplication to define the priority of various states of an object (e.g.,the DN object). The stat-server 3190 can provide statistics to therequesting application in accordance with the predefined priority.

Assuming that the retrieved information indicates that the mother tongueof the persons is French, routing server 3192 tries to look for an agentwho knows French. Routing server 3192 then request statistics of allagents who know French from stat-server 3190 (step 3274). In step 3274,routing server 3192 selects an agent based on this statistics using apredetermined criteria (e.g., how many calls have been handled by anagent, the length of time an agent has been waiting for calls, etc.).

In this example, it is assumed that the selected agent is located incall center 3180. Thus, routing server 3192 needs to (i) cause the callto be routed to an appropriate DN associated with the selected agent and(ii) route relevant customer information from database 3194 about thiscall to a workstation associated with the selected agent. The method forachieving the routing is described below.

In step 3280, routing server 3192 sends a command to CTI server 3184 incall center 3180 requesting reservation of a CDN in switch 3182. ThisCDN will be used to accept a call from switch 3168. CTI server 3184assigns a second connection ID to this upcoming call. It then sends theCDN and second connection ID to routing server 3192 (step 3282).

Upon receiving the information, routing server 3192 sends a command toCTI server 3170 of call center 3162 to cause switch 3168 to transfer thecall to the specified CDN of switch 3182 of call center 3180 (step3286). This command includes the first connection ID, thereby allowingCTI server 3170 to associate this command with the call of interest.Routing server 3192 also sends customer information (retrieved fromdatabase 3194) to a workstation associated with the selected agent (step3288).

Switch 3168 transfers the call to the specified CDN of switch 3182 viatie line 3188 (step 3290). Upon receiving the call, switch 3182 notifiesCTI server 3184. CTI server 3184 is able to determine that this call isassociated with the second connection ID because it terminates at thespecified CDN. It then causes switch 3182 to route the call to the DNassociated with the selected agent (step 3292). CTI server 3184 may alsooptionally notify routing server 3192 that routing associated with thesecond connection ID is completed.

As a result of the above described operations, routing server 3192 canroute calls to agents located in all the call centers. Consequently, theresource of all the call centers can be fully utilized.

Method for Routing Calls to Call Centers Based on Statistical Modelingof Call Behavior (3221)

FIG. 16 is a schematic diagram of a call center system 4100 of thepresent invention having a plurality of call centers (such as callcenter 4102 a, 4102 b and 4102 c) and a central controller 4106.Controller 4106 contains a call center interface unit 4108 forcommunicating with call centers 4102 a, 4102 b and 4102 c, a stat-server4104 for containing statistical information of all the call centers, adatabase 4110 for storing agent and customer information, and a router4114 for routing calls to individual call centers in accordance with arouting algorithm. These components are connected to each other via adata bus 4128. Call center interface unit 4108 is connected to callcenters 4102 a, 4102 b and 4102 c using communication links 4118 a, 4118b and 4118 c.

When a caller dials a telephone number that is preassigned to callcenter system 4100, the call (shown as line 4122 in FIG. 16) istemporarily parked at a network control point 4120 in the publicswitched telephone network (PSTN) 4124. Network control point 4120 hasthe ability to route call 4122 to any one of the call centers 4102 a,4102 b and 4102 c. Upon identifying that the called telephone number iscontrolled by central controller 4106, network control point 4120notifies central controller 4106 (through a network interface 4112) ofthe arrival of the incoming call via a communication link 4126. Router4114 of central controller 4106 determines the optimal routing of call4122 using information in stat-server 4104 and database 4110. Therouting decision is sent to network control point 4120. Call centers4102 a, 4102 b and 4102 c are connected to PSTN 4124 through telephonelines 4116 a, 4116 b, and 4116 c, respectively. As a result, call 4122is routed to the appropriate call center.

It should be noted that the geographic location of central controller isnot important for the present invention. Thus, central controller couldbe located inside or outside of PSTN 4124. It could also be locatedinside the premise of one of the call centers.

The structure of call centers 4102 a, 4102 b and 4102 c are essentiallythe same. Consequently, only one of the call centers is described indetail here. FIG. 17 is a block diagram of such a call center 4130. Itcontains an interface unit 4136 for communicating with centralcontroller 4106. It also contains a CTI server 4132 which is connectedto an automatic call distributor (ACD) 4134. It should be noted that aswitch or private branch exchange (PBX) may be used. ACD 4134 could alsobe a switch. A number of agent stations (such as stations 4138 a and4138 b) are located in call center 4130. Each agent station typicallycontains a telephone (such as 4142 a and 4142 b) and a computer (such ascomputer 4144 a and 4144 b). The telephones are connected to ACD 4134and the computers are connected to a data bus 4154.

After central controller 4106 determines that a call should be routed tocall center 4130, network control point 4120 forwards call 4122 to ACD4134 (or a switch or PBX). If a switch is used, the call could be routedto a routing point in the switch wherein routing is controlled byexternal software. At the same time, central controller 4106 instructsCTI server 4132 to route call 4122 to a selected agent station (such as4138 a). Central controller 4106 may also supply customer information tocomputer 4144 a. Alternatively, call center 4130 may optionally containa stat-server 4148, a database 4152 and a router (not shown). In thiscase, routing inside call center 4130 is performed locally. CTI server4132, interface 4136, stat-server 4148 and database 4152 communicatewith each other through bus 4132. Call center 4130 contains a number ofhardware queues (e.g., ACD queues) and/or software queues maintained bythe software in call center 4130.

Call center system 4100 will work optimally when central controller 4106contains a complete set of information on all telephone traffic insystem 4100. However, it is possible that the communication link betweenone or more call centers and central controller 4106 be broken for abrief duration. In a conventional system, central controller 4106 willno longer route calls to these detached call centers. One aspect of thepresent invention is the realization that the telephone traffic behaviorof a call center can be statistically estimated using historic data. Asa result, it is possible for central controller 4106 to determinewhether the detached call centers are busy. If it is determined that thedetached call centers are not busy, central controller 4106 continues toinstruct network control point 4120 to route calls to these detachedcall centers.

One function of interface unit 4136 is to update central controller 4106of the status of call center 4130, such as the number of agents who haveleft the call center, the status of each agent, etc. This information isstored in stat-server 4104 of central controller 4106. If communicationlink 4156 between call center 4130 and central controller 4106 becomesbroken, central controller 4106 can use the status information todetermine whether calls should be routed to call center 4130. Even ifthe link is not broken, it is preferred to estimate the status, asexplained below in connection with FIG. 18.

FIG. 18 shows a time line 4202 running in a horizontal direction. At atime indicated by a line 4204, a route request is generated because anew call has just arrived. A time interval indicated by a line 4206 isrequired to make a routing decision. The call is routed at a timeindicated by a line 4208. It takes a time interval 4210 for the call tobe transmitted to a destination call center. At a time indicated by aline 4212, the call arrives at the destination call center. Thestat-server within the central controller needs a time interval (shownby a line 4214) to receive new statistical data because it takes time topass information from the destination call center to the stat-server. Ata time indicated by a line 4216, the stat-server is updated. It can beseen from FIG. 18 that no actual data is available at the centralcontroller for a time interval indicated by a line 4218. The estimationalgorithm of the present invention can be used to facilitate routingduring this time interval.

There are many ways to estimate telephone traffic in a call center. Anexemplary algorithm for such purpose is described below. The symbolsused in the algorithm are defined first.

UT The time of the last update from the detached call center;

A The total number of agents in the detached call center;

AA The number of available agents in the detached call center;

CQ The number of calls in the queue of the detached call center;

AHT The average call handling time in the detached call center

CA The number of answered calls in the detached call center;

CC The number of completed calls in the detached call center;

AC The number of agents on call in the detached call center;

AW The number of agents in after-call work in the detached call center;

AAW The number of agents in auxiliary work in the detached call center;

OC The time of the oldest call in the queue of the detached call center;

CADD A container for adding new calls;

T The current time (i.e., time when a routing decision is made); and

BA The number of busy agents in the detached call center.

The algorithm is:

if ((T−UT)*min(CQ+AC+AW,A−AAW)/AHT > CQ+AC+AW) {BA=0;   CC=CC+CQ+AC+AW;CQ=0; } else if (CQ+AC+AW−(T−UT)*min(CQ+AC+AW,A−AAW)/ AHT < A−AAW)  {BA=CQ+AC+AW−(T−UT)*min(CQ+AC+AW,A−AAW)/AHT;  CC=CC+(T−UT)*min(CQ+AC+AW,A−AAW)/AHT; CQ=0; } else {BA=A−AAW;CC=CC+(T−UT)*min(CQ+AC+AW,A−AAW)/AHT;  CQ=max(0,CQ+AC+AW−(T−UT)*min(CQ+AC+AW,A−AAW)/   AHT−A +AAW);   }CA=CC+BA; AC=min(BA,max(0,BA*CD/AHT)); AW=BA−AC; AA=A−AAW−BA; UT=T.

In the above algorithm, the term (AC+AW) corresponds to the number ofagents that are currently devoted to call-processing activity. The termCQ corresponds to the number of calls that are waiting to be processedbecause these calls are in the queue. Assuming that one agent handlesone call at a time, this term (CQ+AC+AW) could be interpreted as (a) thenumber of agents needed to process calls already in the call center and(b) the number of calls that are currently being processed or need to beprocessed. The term (A−AAW) corresponds to the number of agents that arenot in auxiliary work, and are thus presumably devoted to callprocessing activities. The term (T−UT) is the time interval from thelast update time to the current time. Consequently, (T−UT)/AHTcorresponds to the number of calls that can be handled by each agent inthe call center during this time period. Thus, the term(T−UT)*min(CQ+AC+AW,A−AAW)/AHT corresponds to probable number of callsbeing processed or need to be processed. As a result, the term under the“if” clause corresponds to the case where all incoming calls have beenprocessed in time interval (T−UT). That is, the load is very lightrelative to the capability of this call center. Consequently, the numberof busy agents and the number of calls in the queue are equal to zero.

The term under the “else if,” clause is invoked when not all calls havebeen processed. However, the approximate number of unprocessed calls isless than the number of available agents. If this condition occurs, someof the agents are currently answering calls. However, there is nounanswered calls that need to be placed in the queue because there areagents available to answer the call.

When neither the conditions in the “if” or the “else if” clause are met,some calls will be placed in the queue because all available agents arebusy in answering calls.

Using the above statistical model, central controller 106 can determinethe capability of the detached call center to process new calls. Otherinformation may also be needed in determining where to route a call. Onepiece of information is the time when the oldest call in the queuearrive (“OC”). For example, a routing strategy may not route calls to acall center where the calls in its queue has a long OC. This parametercan be estimated statistically. As an example, central controller 106may contains a plurality of containers (“CADD”), one for each callcenter, for recording the time of arrival of all calls processed or tobe processed by the call centers. The CADD is an internal queue, createdand updated by central controller 4106 for use by this statisticalmodeling. One way to determine OC is to trace back from the newest callin the CADD a number of calls equal to CQ (i.e., the number of calls inthe queue). Because CQ can be determined from the above statisticalmodel, OC can also be determined from this statistical model.

Based on the above algorithm, it is possible to predict how many calls acall center can accept. Consequently, central controller 4106 may routecalls to a call center even when no instantaneous data related to thecall center is available.

The above statistical model can be used in the case where status data ofeach call centers can only be sent to central controller 4106 atpre-assigned times. In this case, this statistical model is used toestimate call behavior between the times status data is sent.

Method and Apparatus for Determining and Using Multiple Object States ina Computer Telephony Integration System (3222)

The present invention comprises novel call center method and system. Thefollowing description is presented to enable any person skilled in theart to make and use the invention. Description of specific applicationsis provided only as examples. Various modifications to the preferredembodiments will be readily apparent to those skilled in the art, andthe general principles defined herein may be applied to otherembodiments and applications without departing from the spirit and scopeof the invention. Thus, the present invention is not intended to belimited to the embodiments shown, but is to be accorded the widest scopeconsistent with the principles and features disclosed herein.

FIG. 19 is a block diagram of a call center 5100 which can be used toimplement the present invention. Call center 5100 is connected to apublic-switched telephone network (PSTN) 5104. It comprises a switch5108 for accepting calls from PSTN 5104. Switch 5108 could be anautomatic call distributor (ACD)/private branch exchange (PBX) or a PSTNswitch. Switch 5108 contains a high bandwidth port 5110 (for connectingto PSTN 5104) and a plurality of low bandwidth ports (such as ports5112-5116). Some of these low bandwidth ports can be connected tovoice-based devices. For example, ports 5112-5115 are connected totelephones 5120-5123, respectively. Agents are assigned to handle thesetelephones. Each of the low bandwidth ports is assigned one or moredirectory numbers (“DNs”).

It has been found that the function performed by a standard switch israther limited and cannot meet the requirements of a typical callcenter. For example, it is desirable to provide information about a callto a workstation (such as workstation 5126-5127) available to eachagent. However, a switch cannot search, process and route data to theseworkstations. Consequently, a new technology, calledcomputer-telephony-integration (CTI), is needed to route a combinationof voice and digital data to desired places.

As a way to implement CTI, call center 5100 further contains a routingsubsystem 5130 connected to a CTI server 5132, which is in turnconnected to switch 5108 through a CTI link 5134. The communicationbetween switch 5108 and CTI server 5132 typically follows the X.25protocol. CTI server 5132 provides an interface between routingsubsystem 5130 and switch 5108. Switch 5108 notifies CTI server 5132when a call is received. CTI server 5132 sends the information torouting subsystem 5130, which selects an agent best qualified to answerthe call in accordance with predetermined criteria. CTI server 5132 thennotifies switch 5108 to direct the call to the telephone (i.e., DN) ofthe selected agent while routing subsystem 5130 directs data relating tothe person placing the call to the workstation of the selected agent.

In one embodiment of the present invention, routing subsystem 5130contains a stat-server 5140, a routing server 5142, and a database 5144.They communicate with one another using a data communication network5150. Stat-server 5140 collects and stores historic data relating to allcalls, activities of switches, and information and activities of allagents in call center 5100. Database 5144 contains information ofcustomers, agents, telephone numbers, and various aspects of call center5100. Routing server 5142 selects appropriate agents to handle callsusing data in stat-server 5140 and database 5144. After the selection,routing server 5142 sends a command to CTI server 5132, which in turninstructs switch 1508 to route incoming calls to the selected agents.

There may be other CTI-related applications (i.e., software modules)which uses the resource of database 5144 and stat-server 5140 so as toprovide other services or information to the agents in the call center.In FIG. 19, two applications (5152 and 5153) are shown. Examples ofapplications are “Agent View” and “Call Center View” marketed by GenesysTelecommunications Laboratories. These applications are connected todata communication network 5150.

In a call center, it is common for an agent to manage more than onetelephone. The equipments used by an agent is usually set up in aconvenient place (such as a desk), called “agent place” in the presentapplication. FIG. 19 shows two exemplary agent places 5161 and 5162.Agent place 5161 contains a workstation 5126 and two telephones 5120 and5121. Similarly, agent place 5162 contains a workstation 5127 and twotelephones 5126 and 5127. When an agent occupies an agent place, he/shelogs on using either a telephone or a workstation therein. Before theagent leaves the agent place, he/she logs out using the telephone orworkstation. Consequently, call center 5100 is able to keep track of thecurrent location of each agent.

Stat-server 5140 communicates with CTI server 5132, routing server 5142and applications 5152-5153 via a set of application programminginterface (“API”) commands. Stat-server 5140 (working with CTI server5132) can monitor and store activities of switch 5108. It also monitorsand stores activities of various agents and agent places. In response toinquiry by routing server 5142 and applications 5152-5153 regarding thestatus of an object of interest (e.g., an agent), stat-server 5140provides a report to routing server 5142. In an embodiment where onestat-server is used to manage several switches (which may be located inone or more call centers), stat-server 5140 monitors and storesactivities of all the switches, all the agents and all the agent placesserved by these switches. A detailed description of a multiple callcenter architecture which may use the stat-server of the presentinvention is disclosed in a copending patent application entitled“System and Method for Operating a Plurality of Call Centers” filed Jan.13, 1997 and assigned to the same assignee of the present application.This patent application is incorporated herein by reference.

It is observed that most call center entities (e.g., telephones andagents) could simultaneously have multiple states. For example, an agenttelephone is designed to handle several activities at the same time.Thus, the agent may use the same telephone to talk to one customer, putanother person (e.g., a co-worker) on hold, and waiting for an incomingcall. Under prior art systems, this presents a reporting problem whenthe stat-server reports the state of the telephone to other CTIapplications because it is not clear which state (out of several states)should be reported.

The present invention is a method and system which take advantage of themultiple states. It realizes that different CTI applications need to usestate-related information differently. For example, a regular routingroutine would consider an agent busy if he/she is talking on a telephoneor using a workstation to enter data. However, an application whichhandles high priority calls (e.g., emergency calls or calls from valuedcustomers) would consider the same agent available as long as he/she islogged on to the agent place. This is because the agent can stop workingwith the workstation or place a call on hold if there is an emergencyphone call. Thus, the present invention allows an application to definewhich of the several states they wish to be informed.

An embodiment of the present invention is now described. In thisembodiment, various entities in a call center are associated withsoftware objects. The following are some examples of these objects:

(a) Queues and Routing Points: These are hardware circuits in switchesand are represented as objects. Queue implements hardware controlled ACDmechanism. Routing point, sometimes called control directory number(“CDN”), can be controlled by software applications (such as a routingroutine).(b) Agent DNs: They are hardware ports in a switch and are representedas objects. Each DN is associated with one or more properties. Forexample, some DNs can access another DN directly; some DNs areassociated with queues; some DNs are limited to outgoing calls; and someDNs have a period of unavailability after completion of a previous call.In a specific example, some of the switches manufactured by NorthernTelecom contain basically two kinds of DNs, position and extension.Extension DNs can be accessed directly by a telephone and can initiateoutgoing calls. Position DNs are associated with one or more queues.They can be accessed only through these queues and cannot initiateoutgoing calls.(c) Other specific DNs: They are DNs connected to specific devices, suchas voice mail systems, interactive voice response units, etc. These DNsare represented as objects.(d) Agent Places: They are logical spaces each containing itemsassociated with the space (e.g., one or more DNs, possibly attached todifferent switches, and workstations). In a physical implementation,these places could be desks. When an agent makes login to one item in aplace, he (she) becomes logically logged in for the whole place. Eachplace is represented as an object and associated with a PlaceID.(e) Agents: Persons (objects) identified by an AgentID. Agents can movebetween places dynamically. The stat-server has a special routine fordynamically keeping track of the locations of all the agents. Forexample, an agent can work from 9:00 AM till 13:00 (i.e., 1:00 PM) at afirst place; makes a logout (e.g., for lunch) and then makes a login ata second place at 14:00. The agent location tracking routine maintainsthe information so that the routing server (and other applications)knows which DN to dial to reach the agent. Each agent may also have a“home place,” which is a default value if the agent cannot bedynamically tracked.(f) Groups: A number of agents in any combination. Group objects areidentified by GroupIDs. There are at least two types of groups. Thefirst type (identified herein as SObjectGroupAgents) contains a list ofAgentIDs. In this case, the stat-server tracks all agent movements andcollect statistics only for included agents. Examples are groups withparticular skills. The second type (identified herein asSObjectGroupPlaces) contains a list of agent places (PlaceIDs). Examplesof places in the lists are training room, main office, second floor,etc. In this case, the stat-server tracks events related to placesincluded in the list because it does not matter who works in theseplaces.

FIG. 20 is used to illustrate the above described objects. It shows twoswitch objects 5212 and 5213 simulating two physical switches in one ormore call centers. Switch object 5212 comprises the following resources:CDN objects 5214 and 5215, queueDN object 5216, and DN objects5217-5219. Similarly, switch object 5213 comprises the followingresources: CDN object 5221, queueDN object 5222, and DN objects5223-5224. These objects represent the corresponding CDN, queues, andagent DNs in the physical switches.

The agent DN objects 5217-5219 and 5223-5224 are also included in agentplace objects. In this example, agent place object 5226 includes DNobjects 5217 and 5218, agent place object 5227 includes DN objects 5219and 5223, and agent place object 5228 includes DN object 5224. It shouldbe noted that the DNs from two different switches can be associated withthe same agent place.

Some of the agent place objects can be grouped together to form placegroup objects. In FIG. 20, only one place group object 5232 is shown.

FIG. 20 also shows a plurality of agent objects, such as objects 5230and 5231. In this example, agent object 5230 is dynamically link toagent place object 5227 using the above mentioned agent locationtracking routine, shown in FIG. 20 as a dashed line 5235. Similarly,agent object 5231 is dynamically link to agent place object 5228 usingthe above described dynamical tracking routine (shown as a dashed line5236 in FIG. 20).

Some of the agent objects can be grouped into agent group objects. InFIG. 20, only one agent group object 533 is shown.

Stat-server 5190 provides a set of APIs for its clients to obtainstatistics for various objects, such as objects associated with agents,agent groups, agent places, place groups, route points, queues, etc.Statistics could be current objects states representation (e.g., currentagent status, current number of active calls in a group, etc.) orhistorical states representation. Historical representation areaccumulated information for certain time intervals (e.g., total numberof calls, total talk time, average talk time, etc.). Thus, the clientshave to specify the time interval of interest. Examples of timeintervals are:

(a) SGrowingWindow: The start time is fixed (e.g., 9:00 AM) while theend time is sliding (e.g., “till now”). For example, the client mayrequest the total number of calls between 9:00 AM and now.

(b) SSlidingWindow: The time interval is fixed while the start and endtimes are sliding. Example: the average call length for the past hour.

Returning now to the description of objects, each object has one or morestates. In one embodiment of the present invention, agent DN objects mayhave the states shown in Table 1. It should be noted that the number andnature of states are implementation details, and thus, can easily bechanged by persons skilled in the art.

TABLE 1 (1) NotMonitored: The CTI server is not currently tracking thestatus of this agent DN. Consequently, the stat- server is notaccumulating statistical information for this DN. (2) Monitored: Theagent DN is monitored by the CTI server. (3) LoggedIn: It indicates thatan agent has logged in to the agent DN. (4) OnHook: It indicates that anagent DN is on hook and is waiting for a call. (5) WaitForNextCall: Thisis active at almost all time, even when this agent DN has active callsor when there is no agent (for the possibility of leaving a voice mailmessage). The only situation in which WaitForNextCall is not active iswhen a predetermined key is pressed (see NotReadyForNextCall below). (6)OffHook: It indicates that the telephone receiver is offhook. However,other states can be active even when the receiver is offhook (e.g.,WaitForNextCall). (7) CallDialing: It indicates that an agent has dialeda call but that the call is not yet established. (8) CallRinging: Itrelates to an action occurring on an agent DN from the moment an inboundcall begins ringing to the time just before the handling of the call byan agent. (9) NotReadyForNextCall: This refers to a hardware conditionpreventing the receipt of calls. It is usually activated by pressing apredetermined key. (10) OfflineWorkType1: It indicates that an agent isoffline to do work that can be classified as type 1. (11)OfflineWorkType2: It indicates that an agent is offline to do work thatcan be classified as type 2. (12) CallOnHoldUnknown: It indicates that acall of unknown type is on hold. (13) CallOnHoldConsult: It indicatesthat a consulting call is on hold. (14) CallOnHoldInternal: It indicatesthat an internal call is on hold (15) CallOnHoldOutbound: It indicatesthat an outbound call is on hold (16) CallOnHoldInbound: It indicatesthat an inbound call is on hold (17) CallUnknown: It indicates that theCTI server cannot determine whether the call is a consult, internal,outbound, inbound or on-hold call. (18) CallConsult: It indicates that aconsulting call is in progress. (19) CallInternal: It indicates thatcall between two extensions (internal calls) is in progress (i.e., whenno prefix is used) (20) CallOutbound: It indicates that an outbound callis in progress. (21) CallInbound: It indicates that an inbound call isin progress. (22) LoggedOut: It indicates that an agent has logged outfrom the agent DN. (23) CallDialed: It indicates that a successfulresult was achieved when a call was dialed. (24)CallAbandonedFromDialing: It indicates that during the process of a calldialing (and before another party answers), the agent hung up the phone.(25) CallAnswered: It indicates that a call was answered. (26)CallAbandonedFromRinging: It indicates that another party hung up thephone while a call was ringing. (27) CallAbandonedFromHolding: Itindicates that another party hung up the phone while a call was on hold.

The above listed states correspond to actions that can be “executed” byan agent DN. As mentioned above, an agent DN could be in a plurality ofthese states at the same time (called herein the “active states”). Inone embodiment of the present invention, the stat-server of the presentinvention reports to its clients an agent DN status that is equal to theactive state having the highest priority. In the present invention, thepriority is set by the clients of the stat-server. This is accomplishedby the client sending a status priority table (“SPT”) to the stat-serveras part of the parameters in requesting information on the status of anagent DN. This table contains the same states shown in the listing ofTable 1 such that these states are arranged in a priority order definedby that client. In reporting to the client, the stat-server reports astatus corresponding to the active state of the agent DN having thehighest priority as defined in the received SPT. It should be noted thatthe reported status could be the active state that corresponds to otherpriorities on the SPT. If the client requesting the information does notprovide a SPT, a default SPT is used. Further, the client may provide adifferent SPT at separate requests for information.

One advantage of this aspect of the present invention is that eachclient can obtain information it deems to be the most pertinent. In theprior art system, the stat-server reports only one status for an agentDN to all the clients that request the information. In the presentinvention, the stat-server can report different status for the sameagent DN to different clients, depending on the SPT parameters sent bythe clients. Because each client receives the information it wants, theresource of the call center can be better utilized.

As pointed out above, each agent may has access to two or moretelephones (i.e., agent DNs). In this case, the client may define anagent SPT indicating the priority of the actions in both agent DNs.

As an example, it is assumed that an agent has access to two agent DNs:the first DN has a state of “OfflineWorkType1” and the second DN has astate of “WaitForNextCall.” The status of the agent reported to theclient is “OfflineWorkType1” if it has a higher priority. As anotherexample, a client (e.g., routing server 5142) of the stat-server mayconsider the status of an agent to be “WaitForNextCall” when all theagent DNs associated with the agent have the “WaitForNextCall” state.This corresponds to the case when the agent is not actively performingany call center related activity (e.g., answering a call or using theworkstation), and as a result, all the agent DNs are not being used andare waiting for a call. This priority arrangement is achieved by putting“WaitForNextCall” as the action having the lowest priority in an agentSPT. However, if there is a special or urgent call, routing server 142may want to consider the status of the agent to be “WaitForNextCall”when there is at least one agent DN associated with the agent having the“WaitForNextCall” status. This corresponds to the case when the agenthas access to at least one phone that is not being used. This prioritysetting is achieved by putting “WaitForNextCall” as the highest priorityin the agent SPT.

In one embodiment of an agent SPT, the priority of the states are listedsequentially and separated by a comma, with the lowest priority listedfirst. The agent SPT with a lowest priority for “WaitForNextCall” wouldbe: “WaitForNextCall, . . . (other states).” On the other hand, theagent SPT with a very high priority for “WaitForNextCall” would be “ . .. , WaitForNextCall, LoggedOut”. In this case, the highest priority is“LoggedOut” and the priority just below it is “WaitForNextCall”.

Agents can be arranged in groups. Group status is based on all includedagent statuses. It is determined by a “Group SPT,” which is similar tothe Agent SPT and DN SPT. As an example, a Group SPT of “ . . . ,WaitForNextCall” means that the group will be in “WaitForNextCall” ifthere is at least one “WaitForNextCall” agent status.

Routing points and queues can also report different status to differentclients in respond to different SPTs. The states of an exemplary routingpoint/queue are shown in table 2.

TABLE 2 (1) NotMonitored: The CTI server is not currently tracking thestatus of this DN. Consequently, the stat-server is not accumulatingstatistical information for this DN (2) Monitored: The routingpoint/queue is monitored by the CTI server. (3) NotReadyForNextCall:This state occurs when a PBX source used for routing or a queue DN hasreached capacity. Note that this capacity is very large and is notnormally reached. (4) CallWait Call is holding on a routing point/queue(5) CallEntered This is an “instant” action indicating that a new callhas just entered a routing point or queue. (6) CallDistributed Itindicates that a call previously in a routing point/queue has just beenagent. (7) CallAbandoned This indicates that a customer just hung upwhile the call is at a routing point or in a queue. (8) WaitForNextCall:This indicates that a routing point/queue still has a capacity to handlemore calls.

In one embodiment of the present invention, there are two main callsthat allow clients to obtain statistics from the stat-server. The firstcall is “SGetStat.” This call requests the stat-server to returnstatistics of interest only once. The second call is “SOpenStat.” Itmeans that the client is interested in receiving statistics on acontinuous basis. The client can further set up various criteria for thestat-server to notify the client and report statistics. For example, theclient can specify that notification takes place only when the new valueis greater than the last reported value by a predefined percentage.Alternatively, the client can specify that notification takes place atpredefined time intervals.

One of the parameters of the SGetStat and SOpenStat calls relates to theSPT. In one embodiment of the present embodiment, the parameters foreach of these calls contain a pointer to a data structure having anumber of optional fields. The SPT for agent DN, agent, group, androuting point/queue each occupies one of these optional fields. Thus, anapplication can define the appropriate SPTs and incorporate them in thedata structure. This data structure is used to invoke the SGetStat andSOpenStat calls.

In an embodiment in which multiple switches are monitored by the samestat-server, the above mentioned calls also contain a parameter allowingthe client to indicate the switch of interest.

System for Routing Electronic Mails (3223)

The present invention comprises a novel routing system for electronicmails and related methods. The following description is presented toenable any person skilled in the art to make and use the invention.Decryption of specific applications is provided only as examples.Various modifications to the preferred embodiments will be readilyapparent to those skilled in the art, and the general principles definedherein may be applied to other embodiments and applications withoutdeparting from the spirit and cope of the invention. Thus, the presentinvention is not intended to be limited to the embodiments shown, but isto be accorded the widest scope consistent with the principles andfeatures disclosed herein.

FIG. 21 is a block diagram showing an e-mail processing center 6100 ofthe present invention. Processing center 6100 contains an e-mail server6102 which is connected to a data network 6104. Data network 6104 couldbe a local area network or a wide-area network (such as the Internet oran Intranet). Other data processing devices, such as computers 6106 and6108, are also connected to data network 6104. All the data processingdevices can send e-mails to each other. As a result, some of the e-mailsare sent to e-mail server 6102.

As an example, it is assumed that one of the addresses associated withe-mail server 6102 is “support@abc-company.com”. This is an address forcustomers of a company named “ABC” to send in questions regardingproducts and services provided by the company. It is anticipated thatthe subject matters of the e-mails are diverse and the number of mailsis large. For example, the e-mails may relate to all aspects of theproducts and services offered by ABC. Some of the e-mails may containtechnical questions of a product. Other e-mails may report a bug in asoftware sold by ABC. A few e-mails may contain suggestions on improvingthe products and services. If support persons of ABC are assigned toanswer some of the e-mails on a first come first serve basis, it wouldbe very difficult for them to do so because it is almost impossible fora single person to know everything about ABC.

One aspect of the present invention is a system for automaticallyrouting the e-mails to the most qualified and available support person.For example, a support person may be an expert in one product of ABC.All e-mails related to this product will be routed to this personautomatically. Further, the system can distribute the load so that everysupport person receives approximately the same number of e-mails. As aresult, the problems of the prior art systems can be solved.

Note that the criteria for determining whether a support person isavailable is not limited to e-mail activities. This is because the samesupport person may provide telephone and facsimile support to customerinquiries. Thus, the “availability” of a support person may involve acombination of activities involving telephone, facsimile, e-mail, dataprocessing, etc.

Processing center 6100 contains a server 6112 that records all activityin the center. For example, it contains records of who are present inthe center a particular time and are available for service, as well asrecords of all e-mails that are pending and have been processed bycenter 6100. Server 6112 is called herein as the “stat-server.” Itshould be noted that many types of information can be reorder, and thechoice of information is determined on a case-by-case basis.

Processing center 6100 also contains a database 6114 that containsdetailed information on each support person, products and customers.Information of support persons includes the skill set (e.g., productexpertise, written language ability) and prior relationship withcustomers. Information of customers (bases on the incoming e-mailaddress) includes the content of their previous e-mails, the productsthey bought, their physical addresses (obtained from productregistration information), etc.

Processing center 6100 also contains a router 6116. This router selectsthe most qualified and available support person to respond to aparticular e-based on one or more algorithms (or scripts). Variousfactors in a routing strategy will be described below.

In one embodiment of the present invention, database 6114, router 6116and stat-server 6112 could be a database, router and stat-servercommonly used in telephony call centers. The advantage of thisembodiment is that database, router and stat-server software fortelephony applications are well developed and widely available. The useof existing software (or slightly modified versions) could speed upproduct development time. In telephony applications, a server is used toprovide computer telephony integration (CTI) by controlling an automaticcall distributor (a telephony hardware device for controlling telephonecommunication between the public telephone networks and telephonesinside a call center) and communicating with a database, router andstat-server. This server is call herein the CTI-server. One of thefunctions of the CTI server is allowing automatic call distributors ofdifferent vendors to be used with the same database, router andstat-server.

In this embodiment, a CTI-server 6130 and an e-mail-to-CTI-serveradapter 6110 is preferably included. As explained above, CTI-server 6130provides a common interface for communicating with database 6114, router6116 and stat-server 6112 via a digital communication network 6128.Because these software products are based on telephony applications,some of the attributes used therein may not be exactly the same as thatused in e-mail applications. For example, the attribute of “telephonenumber” in telephony application is not used in e-mail applications.Similarly, the e-mail attribute of “sender's e-mail address” may not berecognizable in telephony applications. These two attributes havesimilar characteristics, and can be used interchangeably provided thatthey are formatted and used properly. One of the functions of adapter6110 is to provide conversion between e-mail attributes and telephonyattributes.

FIG. 22 is a block diagram of e-mail-to-CTI-server adapter 6110. Itincludes an e-mail interface 6202 for sending data to and receiving datafrom e-mail server 6102. Adapter 6110 also includes an informationextractor 6204 for extracting relevant information from e-mails.Extractor 6204 contains a parser 6206 for parsing the content of thee-mails obtained from e-mail server 6102. Extractor 6204 also contains astorage device for storing an algorithm 6208 which directs parser 6206to extract appropriate information from the content of the e-mails inaccordance with predetermined criteria. The extraction algorithm inextractor 6204 is changeable because the coding in algorithm 6208 couldbe changed. Examples of relevant information are:

-   (a) Addresses: Typically, an e-mail has a portion that contains the    addresses of the sender and recipient. Extractor 6204 directs parser    6206 to extract these e-mail addresses.-   (b) Time Stamp: Some e-mail contains the date and time an e-mail is    sent. Extractor 6204 could direct parser 6206 to extract this    information. This information may be more accurate that the time    e-mail server 6102 receives the e-mail because some e-mails may be    delayed for more than a day due to network problems.-   (c) Keyword: Extractor may direct parser to conduct a keyword search    on the content of the e-mails. Example of keywords are name of    relevant products and services provided by the company, special    words such as “bugs”, “virus”, “crash” (for software products),    “overheat” and “electric shock” (for hardware products), and words    of urgent nature (such as “urgent”, “ASAP”, and “fast”).

Adapter 6110 contains a formatter 6210 for formatting the relevantinformation into attributes that can be understood by CTI-server 6130.As an example, the sender's e-mail address could be formatted as acaller's telephone number (which is a telephony attribute). Theformatted attribute is sent to a data communication interface 6212 whichcommunicates the attributes to CTI server 6130 via communication network6128.

Adapter 6110 also contains a deformatter 6214 that accepts data andcommands from CTI-server 6130 and translate them to a form understood bye-mail server 6102. As explained below, router 6116 may send (viaCTI-server 6130) commands to e-mail server 6102.

Returning now to router 6116, some examples of support person selectioncriteria are:

-   -   (a) the product expertise of the support person;    -   (b) language ability of the support person;    -   (c) activities the support person (e.g., how many e-mails have        this person processed and how many are pending);    -   (d) work load of other support persons in the center (for load        balance among various support persons);    -   (e) the language of the incoming e-mail;    -   (f) the subject matter of the incoming e-mail;    -   (g) information about the sender;    -   (h) overall activities of the center (e.g. whether the support        persons need to process jobs other than e-mails); and    -   (i) the urgency of the matter.

Processing center 6100 contains a number of computer terminals, such ascomputers 6122 and 6124, managed by support persons. When a supportperson starts to work, he/she logs in so that stat-server 6112 knows whois working in center 6100 and how to reach the support person.

Router 6116 obtains information to make selection decision fromstat-server 6112 and database 6114. Once a decision is made, router 6116sends a command to e-mail server 6102 to route the e-mail to theselected computer terminal. The support person responds to the e-mailand sends the reply to e-mail server 6102, which delivers the reply tothe sender via data network 6104.

A flow chart 6150 showing the operation of e-mail processing enter 6100is shown in FIG. 23. In step 6152, e-mail server 6102 receives ane-mail. The e-mail is forwarded to e-mail-to-CTI-server adapter 6110. Instep 6154, adapter 6110 extracts e-mail attributes in accordance withpre-configured rules (embodied in extraction algorithm 6208). It alsosends status information and formulates requests to CTI-server 6130using appropriate extracted attributes. In step 6156, CTI-server 6130forwards the request and status information to router 6116 andstat-server 6112. In step 6158, router 6116 retrieves information fromstat-server 6112 and database 6114 so as to make routing decision. Instep 6160, router 6116 instructs e-mail server 6102 to route the e-mailto the computer terminal used by a selected support person, such ascomputer 6122. Because the instructions from router 6116 may be coded intelephony-related commands, these instructions may need t pass throughCTI-router 6130, deformatter 6210 and e-mail interface 6202. Uponreceiving the e-mail, the support person processes the e-mail usingcomputer 6122. If there is a need to send a reply, the support personwrites the reply (step 6162), and directs e-mail server 6102 to deliverthe reply to a recipient connected to data network 6104 (step 6164).

In addition to providing basic routing function, router 6116 may alsohave a strategy to handle exception situations. For example, if anincoming mail is not answered by the selected support person within apredetermined time interval (e.g., three days), the mail is re-routed toanother qualified and available support person. This strategy preventsmails from being dropped. As another example, there may be times whenthe number of incoming mails exceeds the available resource to answerthese mails (i.e., overflow). Router 6116 could store these mails in aqueue and direct e-mail server 6102 to alert senders that it may take alittle longer to receive a reply.

It should be noted that if router 6116, stat-server 6112 and database6114 are designed strictly for e-mail applications, there is not need tohave CTI server 6140, formatter 6210 and deformatter 6214. In this caserouter 6116, stat-server 6112 and database 6114 can communicate withe-mail server 6102 and information extractor 6204 directly.

Internet Protocol Network Telephony (IPNT)

In all of the embodiments and aspects of the invention described abovespecific example have been drawn principally from the technological areaof conventional intelligent telephony networks, other than what is nowknown as Internet protocol network telephony (IPNT), wherein computerssimulate telephones through software, microphones, and speakers, andtelephony data between such equipped computers is transmitted overInternet (and sometimes other data networks, such as Intranets)connections and directed by servers, such as destination number servers(DNS) in the Internet. In the IPNT world IP addresses are used insteadof telephone numbers, and there are differences in the way data packetsare formulated and transmitted. Moreover, what may be termed routing isdone by such as IP switches and hubs, wherein destination addresses maybe changed. These differences, however, are not limiting in embodimentsof the present invention.

In many embodiments of the invention described, the inventions areinvolved with new and unique ways to use machine intelligence fortelephony functions, particularly, but not exclusively, as thesefunctions relate to call centers and intelligent routing of calls. Ininstances of the invention described, as will be readily apparent tothose with skill in the art, the principles of the invention may also beapplied to IPNT without undue experimentation.

As examples of IPNT application, in those embodiments dealing withpersonal routing and personal routers, the methods and apparatusdescribed may also be adapted to IPNT so personal routing rules,negotiation, and the like may be provided for IPNT calls as well. In theaspects of the invention dealing with simulation of CTI applications andtesting, the applications may apply to IPNT telephony as well as to moreconventional telephony systems. Other examples will be apparent to thosewith skill in the telephony arts.

It will be apparent to those with skill in the art that there are manyalterations that may be made in the embodiments of the invention hereindescribed without departing from the spirit and scope of the invention.Some of these have been described above

Many of the functional units of the system in embodiments of theinvention may be implemented as code routines in computerized telephonyequipment, computer servers, and individual workstations. It iswell-known that programmers are highly individualistic, and mayimplement similar functionality by considerably different routines.Also, the invention may be applied to widely varying hardware systems.Further, hardware used to practice the invention may vary in many ways.There are similarly many other alterations in the embodiments describedherein which will fall within the spirit and scope of the presentinvention in it's several aspects described. The invention is limitedonly by the breadth of the claims below.

1. A system for aiding transaction routing of at least emails, text andtelephone calls, comprising: a data repository storing information aboutpotential destinations for a transaction, including at least destinationidentity and availability at each potential destination; and routersoftware; wherein the router software, in response to a transaction tobe routed, determines potential destination identities and availabilityfor receiving the transaction at each potential destination identity,based on the information stored.
 2. A system as in claim 1 whereinpotential destinations are either email clients or telephones.
 3. A datarepository, comprising: data regarding potential destinations for atransaction, including at least destination identity and availabilityfor receiving the transaction at each potential destination; and aninterface coupling the repository via a network to a source ofinformation regarding potential destinations; wherein the destinationidentity and availability at each of the potential destinations areupdated over the network and the potential destinations are any one ofemail clients and telephones.
 4. A method for transaction routingexecuted by software stored on memory of a computerized routing server,comprising steps of: (a) storing information regarding potentialdestinations for a transaction, the transactions being any one of email,text and telephone transactions in a data repository, the informationincluding at least destination identity and availability at eachpotential destination; (b) in response to a transaction to be routed,determining potential destination identities and availability to receivethe transaction at each destination identity, based on the informationin the data repository.
 5. The method of claim 4 wherein the destinationidentities are either email clients or telephones.